L2 IT Technical Support Engineer
We are looking for a Level 2 IT Technical Support Engineer who has a strong understanding of IT infrastructure and systems as well as experience in providing technical support to clients in a variety of industries. This roles will provide you with the responsibility to provide first and second line support, troubleshooting and resolving IT issues whilst also providing technical guidance and advice.
What you will be doing:
- Provide first-line and second-line technical support to clients
- Troubleshoot and resolve IT issues, including hardware, software, network, and security issues
- Install and configure computer hardware, software, and systems
- Take ownership, monitor, and maintain IT systems and networks
- Document and track all support tickets
- Escalate complex issues promptly following set escalation process
- Provide training and support to end-users and other helpdesk technicians
- Report activities to the IT manager and coordinate with relevant teams to provide support for systems and applications, and implementation of projects
- Stay up to date on the latest IT technologies and trends
- Provide procedural documentation and relevant reports for process standardization and proper work handover
- Comply with company policies and procedures to upkeep the quality and integrity of the CreateIT brand, values, and services
- May take up client site duties, and weekend and/or holiday shift work
- May undertake other tasks and duties as necessary and required
What you will have:
- Strong understanding of IT infrastructure and systems, including Windows, Linux, and macOS operating systems and applications, computer hardware and peripherals
- Experience in installation and configuration of computer network components – routers, switches, firewalls, access points, cabling, etc.
- Working knowledge of Active Directory, O365 and SharePoint management
- Ample experience with servers, SANs, volumes, and shares
- Experience with VPN, and remote support tools and technologies
- Experience with domain and hosting services
- Experience with backup and disaster recovery tools, solutions, and processes
- Working knowledge of PBX and CCTV systems
- Knowledge of cloud computing platforms such as AWS, Azure, or Google Cloud Platform
- Knowledge of IT security solutions and technologies
- Experience with IT service management (ITSM) tools and processes
- Excellent problem-solving and decision-making skills, and ability to work autonomously
- Strong communication and interpersonal skills
- Customer-focused attitude and commitment to providing excellent service
- Ability to work independently and as part of a team
- Bachelor’s Degree in Information Technology and/or relevant field
- IT certification a must
- 3-5 years in IT helpdesk or technical support role
