IT Support (Level 2)

Other

Chrzanowskiego, Gdańsk

Diverse Consulting Group

Undetermined

Permanent

Mid

Office

2 219 - 2 774 USD

Gross per month - Permanent

Tech stack

Microsoft Server 2008/2012

advanced

Microsoft IIS

advanced

SQL Server

advanced

Active Director

advanced

ITIL

advanced

VPN

regular

VMware

regular

vSphere

regular

Exchange

regular

Cisco

regular

Job description

Be part of a 2nd Line support team, supporting the mission-critical infrastructure of clients, delivering a responsive and exceptional support service for client events and requests.

Key Responsibilities:

Managing all requests logged into the queue
Managing client communication on all issues and requests
Proactively reviewing high-level problem management
Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
Manage and complete scheduled tasks on time
Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
Advise the Team Lead of emerging issues
Adherence to ITIL framework processes
Ensure all changes are documented through the change management process
Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
Act as a role model and mentor for fellow team members

Requirements:

Possess a strong understanding of server and network infrastructure architecture
Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
Good knowledge and understanding of internet/e-commerce technology and its importance to organizations
An understanding of Infrastructure technologies like Storage Area Networks, Open Systems, and Networking
Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL
Good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
A ‘client-centric’ approach
Excellent demonstrable English written and verbal communication skills
ITIL certification desirable