Systems Engineer (Tier 2)
Colombo
IT /
Full Time /
Remote
The Systems Engineer (T2) works in and manages customer server environments and their
infrastructure. This is a technical role acting as a point of escalation for the Tier 1 support team and is responsible for entry level automation, issue prevention and on-site customer support.
The incumbent carries out changes that have significant impact and improvement to a customer that would not be handled by the Professional Services team as a project
Responsibilities:
- Helpdesk/Customer Services:
- Internal point of contact for a Graduate/Tier 1 systems engineer when issues require escalation to be resolved
- Assess initial investigation by Level 1 and provide direction to best path of resolution
- Build an understanding of existing customer’s issues and how to resolve them
- Provide a customer with a pragmatic solution or process to follow
- Troubleshooting and Resolution of issues
- Effectively diagnose issue and identify troubleshooting steps or options
- Monitoring and resolving IT Systems Hardware and Software issues (Desktops, Server, Networking, and Printers etc.)
- Reviewing and resolving client’s backups issues and performing restores
- Working with 3rd Party vendors to install, maintain and fix peripheral equipment such as Printers and Phone Systems
- Participate in new client onboarding projects
- Facilitate End user training on key applications (Word, Teams, SharePoint)
- Determine within a timely manner when to escalate to Tier 3 System Engineers
- Configure server environments and infrastructure
- Setup new complex devices such as servers
- Server and Desktop software installation
- Setup of peripherals (e.g. Printers, Scanners)
- Onsite support to set up for Servers, PCs and other devices
- Make changes to existing systems that have significant impact & improvement for customers
- Multifactor Authentication Deployment
- Rolling out new printer fleets
- ISP Changes or change overs
- Coaching and Training Graduate and Tier 1 System Engineers to develop their capability to resolve more complex issues
- Assist Senior Engineers and Customer Success Managers with client planning and communications as required
- Be available for monthly and/or quarterly client reviews both remote and onsite
- Analyse tickets and find key problems to investigate and resolve root causes
- Recommend improvements to reduce reactive tickets (via scripts, forms, upgrade etc.)
- Time Management/Schedules:
- Track and record time accurately spent on activities in ConnectWise to provide a technical audit trail for internal purposes
- Who / What / When / How captured notes of the issue (directly billed to the customer) Entered as close to real time as possible
- Acknowledge and follow ticket schedule as assigned by Service Coordinators or Service Delivery Manager
- Prioritise workload
- Effectively communicate issues, blockers and schedule impacts to Service Co-ordinators
- Professional Development:
- Committed to ongoing professional development and continuous learning
- Complete certification roadmap as defined in Professional Development Plan
- Keep up to date with current and emerging technologies
- Teamwork:
- Work in collaboration with internal and external teams
- Attend and participate in Service Desk Level 10 meetings
- Collaborate with Service Coordinators to communicate workloads and potential ticket or schedule issues
To be successful in this role, you will have:
- Preferred Experience:
- At least 2 years’ experience in a fast-paced IT Managed Services work environment
- Key Competencies:
- Excellent Written and Verbal Communication
- Able to translate technical solution into simple speak and back again
- Time management
- Attention to detail
- Problem Solving
- Analytical Skills
- Adaptability
- Ability to learn new skills
- Interpersonal skills
- Customer Centric
- Qualifications:
- Degree in BSc in Computer Science or similar
- Working towards the following certificates:
- AWS Solutions Architect Associate
- AWS SysOps Associate
- Azure Security Engineer Associate
- Azure Administrator Associate
- Office 365 Associate Level Certifications
- Microsoft 365 Associate Level Certifications
- Citrix Certified Administrator
By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.
