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
