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
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 resolvedAssess initial investigation by Level 1 and provide direction to best path of resolutionBuild an understanding of existing customer’s issues and how to resolve themProvide a customer with a pragmatic solution or process to followTroubleshooting and Resolution of issuesEffectively diagnose issue and identify troubleshooting steps or optionsMonitoring and resolving IT Systems Hardware and Software issues (Desktops, Server, Networking, and Printers etc.)Reviewing and resolving client’s backups issues and performing restoresWorking with 3rd Party vendors to install, maintain and fix peripheral equipment such as Printers and Phone SystemsParticipate in new client onboarding projectsFacilitate End user training on key applications (Word, Teams, SharePoint)Determine within a timely manner when to escalate to Tier 3 System EngineersConfigure server environments and infrastructureSetup new complex devices such as serversServer and Desktop software installationSetup of peripherals (e.g. Printers, Scanners)Onsite support to set up for Servers, PCs and other devicesMake changes to existing systems that have significant impact & improvement for customersMultifactor Authentication DeploymentRolling out new printer fleetsISP Changes or change oversCoaching and Training Graduate and Tier 1 System Engineers to develop their capability to resolve more complex issuesAssist Senior Engineers and Customer Success Managers with client planning and communications as requiredBe available for monthly and/or quarterly client reviews both remote and onsiteAnalyse tickets and find key problems to investigate and resolve root causesRecommend 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 purposesWho / What / When / How captured notes of the issue (directly billed to the customer) Entered as close to real time as possibleAcknowledge and follow ticket schedule as assigned by Service Coordinators or Service Delivery ManagerPrioritise workloadEffectively communicate issues, blockers and schedule impacts to Service Co-ordinators
Professional Development:Committed to ongoing professional development and continuous learningComplete certification roadmap as defined in Professional Development PlanKeep up to date with current and emerging technologies
Teamwork:Work in collaboration with internal and external teamsAttend and participate in Service Desk Level 10 meetingsCollaborate 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 CommunicationAble to translate technical solution into simple speak and back againTime managementAttention to detailProblem SolvingAnalytical SkillsAdaptabilityAbility to learn new skillsInterpersonal skillsCustomer Centric
Qualifications:Degree in BSc in Computer Science or similarWorking towards the following certificates:AWS Solutions Architect AssociateAWS SysOps AssociateAzure Security Engineer AssociateAzure Administrator AssociateOffice 365 Associate Level CertificationsMicrosoft 365 Associate Level CertificationsCitrix Certified Administrator
