2nd line Support Analyst required by my client who is dedicated to delivering innovative solutions and exceptional service to their clients. They pride themselves on fostering a dynamic and inclusive work environment where every team member has the opportunity to grow and make a real impact.
Job Overview:
We are seeking a skilled and proactive 2nd Line Support Engineer to join the IT team. The ideal candidate will be responsible for providing advanced technical support to our internal and external clients, ensuring the smooth operation of IT systems and resolving complex technical issues efficiently. This role is crucial in maintaining the high standards of customer service and technical excellence.
Key Responsibilities:
- Provide 2nd line support for all IT-related issues, including software, hardware, and network problems.
- Diagnose and troubleshoot complex technical issues escalated from 1st line support, ensuring timely and effective resolution.
- Manage and resolve incidents, service requests, and changes in accordance with ITIL processes and company SLAs.
- Assist in the deployment, configuration, and maintenance of IT systems, applications, and infrastructure.
- Liaise with 3rd line support, vendors, and other IT teams to escalate and resolve more complex issues.
- Monitor and maintain system performance, ensuring high availability and reliability.
- Document and update technical procedures, incident reports, and knowledge base articles.
- Provide guidance and mentoring to 1st line support engineers.
- Participate in on-call rotation and provide out-of-hours support when required.
Skills and Qualifications:
Excellent communication skills a must !
- Proven experience in a 2nd line support role or similar IT support position.
- Strong knowledge of Windows operating systems.
- Experience with Active Directory, Office 365, and network troubleshooting.
- Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
- Understanding of ITIL processes and best practices.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team, managing multiple tasks and priorities effectively.
Desirable:
- Certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator Associate, or ITIL Foundation.
- Experience with cloud platforms (e.g., AWS, Azure).