IT Level 1 Systems Engineer
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This company is looking to recruit an IT Level 1 Systems Engineer.
Essential Duties and Responsibilities:
- Providing Level 1/Level 2 IT Support to customers
- Monitoring Customers Infrastructure via RMM solution- IT support relating to desktop, printers, scanners and some server technical issues involving Microsoft's core applications, as well as virtual environments built on Microsoft and VMware
- Find solutions for customers with a wide range of workstation/server software and hardware issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems
- Networking: IP protocols,routing, switching,WAN & LAN connectivity,firewalls, and security
- Backup Software: Working knowledge of backup solutions such as Acronis,Veeam,Skykick
- Remote access solution implementation and support: VPN,Terminal Services
- Troubleshooting issues revolving around Workstations /Server operating systems,Active Directory
- Become trusted resource for customer questions on installs/upgrades/migrations,backup and recoveries,fix maintenance and using storage and virtualized storage solutions
- Help to bring innovation and new ideas to support products and software
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Good to have:
- Exposure to IP Telephony /Unified Communication technologies
- Working knowledge of Cloud Based solutions like Azure/AWS, Office365 & Exchange
- Exposure to Microsoft SharePoint, SQL Server, Management Solutions like Microsoft Intune would be an added advantage
Additional Responsibilities:
- Improve customer service,perception,and satisfaction
- Ability to work in a team and communicate effectively
- Proactively escalate service issues that cannot be completed within agreed service levels
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs
- Creating standard operating procedures and improvement of processes
- Assisting other engineers with problem resolution and training needs
- Assisting with sales and support quotes
- Supporting and developing internal IT systems.
- Supplier liaison
Essential Skills & Experience:
- MCP /MCSE /MCTS, CompTIA A+ , CompTIA Network+
- Ability to match resources to technical issues appropriately
- Watchgaurd /UTM Experience
- ITIL framework experience preferred
- Experience working on ITSM based ticket tools like ServiceNow, Remedy etc.
- RMM / PSA experience required
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving, flexible environment
- Has a valid driver's license - 95% of the role will be at client sites.