Job Title:
L2 IT Support Engineer
About the Role:
We are seeking an experienced L2 IT Support Engineer to provide end-user support, administration, and issue resolution for our client.
Key Responsibilities:
* Operating Systems: Install, configure, and troubleshoot OS-related issues on Windows, macOS, and Linux platforms.
* Network Troubleshooting: Diagnose and resolve issues related to DNS, DHCP, TCP/IP, subnetting, VLANs, firewalls, routers, switches, VPNs, and network performance monitoring.
* Hardware and Software Troubleshooting: Identify hardware failures (laptops, desktops, servers) and manage software deployment, updates, and patch management.
* Virtualization: Work with virtualization platforms like VMware, Hyper-V, or VirtualBox.
* Cloud Technologies: Manage cloud services like AWS, Azure, Google Cloud, virtual machines, storage, and cloud backups.
* Scripting and Automation: Use scripting languages like PowerShell, Bash, Python for automating routine tasks and troubleshooting complex issues.
Advanced Troubleshooting and Problem Solving:
* Root Cause Analysis: Perform deep dives into issues to identify root causes rather than resolving symptoms.
* Log Analysis: Interpret system and network logs to diagnose and resolve technical issues.
* System Performance Tuning: Diagnose performance bottlenecks in hardware, applications, and networks, and suggest improvements.
* Incident Management: Follow standard ITIL practices for incident escalation, documentation, and resolution.
Communication Skills:
* Customer Service: Communicate complex technical information in a user-friendly way to non-technical staff or clients.
* Collaboration: Work effectively with Level 1 support teams and escalate issues to Level 3 or specialized teams when necessary.
* Documentation: Create and update technical documentation, including knowledge base articles and SOPs.
* Ticket Management: Use ticketing systems to manage and resolve technical support requests.
Security Awareness:
* Cybersecurity Knowledge: Understand security best practices, threat mitigation, and basic concepts like encryption, VPNs, MFA, and firewalls.
* Endpoint Security: Ensure workstations, laptops, and mobile devices are secured against potential threats.
* Backup and Disaster Recovery: Be familiar with backup solutions, disaster recovery planning, and ensuring data integrity.
Database Management:
* BASIC SQL KNOWLEDGE: Understand databases and SQL queries for troubleshooting database-related issues or working with DBAs.
* Backup and Restore: Perform basic database backups and restore operations in case of failure.
Project Support:
* SUPPORT FOR IT PROJECTS: Participate in IT projects like software rollouts, infrastructure upgrades, or migrations.
* CHANGE MANAGEMENT: Understand change control processes and ensure system changes are well-documented and implemented according to organizational policies.
Remote Support Tools:
* REMOTE TROUBLESHOOTING: Use tools like TeamViewer, AnyDesk, or RDP for assisting users remotely.
* MONITORING TOOLS: Be familiar with network and system monitoring tools to proactively identify issues.
Time Management and Prioritization:
* TASK PRIORITIZATION: Prioritize tasks based on the severity and impact of technical issues.
* MULTITASKING: Manage multiple incidents or service requests at the same time while ensuring timely resolution.
Vendor and Third-Party Support:
* VENDOR MANAGEMENT: Liaise with third-party vendors for escalated technical issues related to specific hardware or software products.
* WARRANTY AND RMA MANAGEMENT: Handle warranty claims and equipment replacements through vendor support.
Certifications:
* Microsoft Certifications: Essential - Microsoft Certified: Azure Administrator, Microsoft 365 Certified. Optional but beneficial - CompTIA Network+, CompTIA Security+ for networking and security fundamentals. Cisco Certifications: CCNA for networking fundamentals. ITIL Foundation for understanding IT service management processes.