IT Support Engineer Tier 2

SUMMARY:
As a Tier 2 IT Engineer at the company, you will play a crucial role in maintaining and improving the company IT infrastructure. You will be responsible for diagnosing and resolving technical issues, supporting end- users, and collaborating with other IT professionals to ensure smooth operations.

POSITION INFO:
Purpose:

• Support the IT Site Leader to ensure the efficient functioning of the contact centre telephony and computer systems.
• Provide and coordinate support services for both hardware and software.
• Manage and coordinate the activities of the team of IT Technicians to achieve optimal levels of performance.
• Be flexible to contribute to the efficient operation of the contact centre as required.

• Provide advanced technical support to resolve IT issues escalated from Tier 1 support.
• Troubleshoot and resolve hardware and software problems.
• Manage and maintain IT systems, including servers, networks, and applications.
• Perform system upgrades, patches, and backups.
• Assist in the implementation and deployment of new technologies and solutions.
• Monitor system performance and security and take proactive measures to ensure stability and safety.
• Document and update IT procedures and knowledge base articles.
• Collaborate with other IT team members and departments to provide seamless support and service.
• Train and mentor Tier 1 support staff.

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum of 3-5 years of experience in an IT support role.
• Strong knowledge of Windows and Linux operating systems.
• Experience with network protocols, hardware, and configurations.
• Familiarity with cloud services.
• Proficiency in troubleshooting and problem solving.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., A+, CompTIA A+, Network+, Microsoft Certified: Azure Administrator)

• Coordination and accountability for the resolution of daily work requests (OTRS).
• Work to a site work program, coordinating business demand with IT continuous improvement & projects
• Work to defined backup/recovery procedures that meet with Business continuity and Disaster recovery planning and assessment needs
• Resolve complex issues requiring detailed systems and application knowledge that have been escalated from Tier 1
• Participate in local site projects, document and implement changes according to agreed timelines and project scope
• Keep inventories, network diagrams, change request and incidents documented and up to date.
• Report and help investigating information security incidents.
• Install hardware components such as desktop computers, file servers, storage, and multiple workstation facilities, managing and ensuring compliance with the client standard
• Design and document local infrastructure changes.
• Organise the physical integration of information technology into new or existing work environments
• Maintain in-depth knowledge of supported products and services.
• Maintain inventories for software, hardware and licensing and maintenance arrangements in accordance with the Asset Management Register
• Ensure adequate IT service provision and back-up during out of office hours
• Facilitate problem solving and collaboration with the back-office support teams, the client management, external contractors and clients
• Identify and implement efficiencies and cost savings in call centre work processes.
• Coordination and escalation of IT issues with local external service providers
• Follow up and assist with users understanding of the IT environment they are working with.
• Development of tips and tricks that would improve efficiencies and usage of IT equipment
• Disabling and creating of users accounts and access in accordance with HR requests
• Participate in site meetings, reporting on contact centre operational issues and proposing solutions to performance issues.

• Maintains expert-level job knowledge
• Analyses problems and seeks to improve work processes
• Uses tools for the job competently

• Accuracy and precision, thoroughness in completion of job assignments
• Reliability – 100% attendance to rostered shifts (excluding authorised absences) and 100% adherence to schedule
• Responds to requests in a timely and positive manner
• Ensures effective follow-through and/or follow-up

• Manages own workload, able to set priorities
• Amount of work completed meets manager and client satisfaction
• Work is completed and submitted on schedule

• Initiative
• Planning & organisation
• Flexibility and adaptability
• Follows instructions
• Questions existing work conditions appropriately
• Seeks additional training and development
• Attendance
• Punctuality

• Interacts professionally with management, peers, support teams, direct and in-direct reports
• Participates and contributes to team-based activities in a positive and productive manner

• Written communications are clear, concise and accurate
• Oral communications are clear, concise and accurate
• Information is communicated and shared willingly

• A+ and Net+ Certification or equivalent required with 3 years plus technical support experience
• Available to work shifts on a full-time, flexible basis any day of the week
• Able to plan, organise and execute task to completion and within deadlines, managing competing priorities effectively
• Able to remain calm in stressful situations and remain focused on the job at hand
• Self-motivated and able to apply initiative to solve problems and improve work processes
• Understands and values the commercial impact of decisions
• Willing to assist knowledge and skill development of colleagues
• Communicates information effectively in English, in a friendly and supportive manner
• High degree of confidentiality and business acumen
• Knowledge of Open-Source systems and support applications
• Practical experience with internet and network security protocols
• Extensive experience in the set-up and maintenance of telephony equipment, networks, servers, desk-top and lap-top hardware
• Knowledge in Microsoft and/or Linux operating systems and Avaya systems
• Ability to document and manage site schematics and supporting documentation
• Understanding, or ability to develop an understanding of customer applications and requirements
• Proven experience in dealing with both internal and external customers
• Demonstrated skills in managing vendor service delivery, and procurement

NB! This job is now closed. You can apply for other jobs by uploading your CV.