2nd Line Client Support Engineer
Other
2nd Line Client Support Engineer
Develocraft
Gdańsk
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
Microsoft Windows Server 2008 and/or 2012
Microsoft IIS
SQL Server
Active Directory
Job description
Develocraft is looking for2nd Line Client Support Engineer for one of our international clients who provide hybrid IT solutions. You’ll be part of a 2nd Line support team, supporting the mission-critical infrastructure of client customers, delivering a responsive and exceptional support service for client events and requests.
Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
- Manage and complete scheduled tasks on time
- Ensure effective client communications take place
- 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
- Contribute documentation to the shared knowledge base
- Ensure all changes are documented through the change management process
- Execute change management tasks in line with defined processes
- Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
- Assist and mentor team members in clients structured approach to troubleshooting problems
- Act as a role model and mentor for fellow team members
Requirement and technology used in this project:
- At least 2-year experience in a similar position
- 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 organisations
- 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
- Excellent demonstrable English written and verbal communication skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Good team working skills are essential
- Ability to document processes and procedures in a clear, concise and logical manner
- Exceptional customer service skills
- Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE)
- ITIL certification desirable
What we can offer you in this project:
- Contract of employment
- Multisport card
- Private life insurance & health care
- Lunch card
- Training budget
Salaries depend on experience:
- 8k – 10k PLN gross monthly