L2 Support Engineer
Full time @Recruitment Team in Infrastructure & Support Email JobJob Detail
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Experience 5 - 8 years
Job Description
About Company :
Founded in 2006, is headquartered in Boston. It has offices across five different geographies and boasts over 900+ professionals in the technology field. Specialized technical services and solutions are provided by the company in the areas of product development, especially in the accounting domain.
Education and Experience
- Bachelor’s Degree in Computer Science, Information Services Management or related field.
- 2+ years professional experience in a technology support and engineering role with progressive levels of responsibility preferred.
- Industry certifications, this can include A+, N+ and MCTS mandatory.
- Candidate having ITIL foundation certification would be an added advantage.
- RHCE/MCITP optional.
- Experience working for an Managed IT services company is preferred.
Key Responsibilities Area:
- Provide remote helpdesk support, via phone, remote control and through our ticketing system, for most issues related to server and desktop software, hardware and peripherals; as needed maintain infrastructure and complete work requests.
- Maintain close contact and open communication with clients until an issue has been resolved.
- Work within our ticketing system to create detailed work logs.
- Accept and work Level 1 escalation issues for which a higher level of technical expertise is required.
- Timely escalation of issue to next level.
- Proactive infrastructure monitoring to identify and resolve issues before downtime occurs.
- Conduct technical support in line with documented procedures.
- Provide Sr. System Administrator with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
- Management of monthly patch and upgrade process for servers and major line-of-business applications.
- Provide technical leadership and knowledge sharing to Level 1.
- Coordination of service requests with third-party technology providers as needed.
- Participate in special projects as required.
- Ongoing training in new technologies and methodologies, as well as for vendor certification.