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Systems Engineer (Tier 2)

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 resolved
    • Assess initial investigation by Level 1 and provide direction to best path of resolution
    • Build an understanding of existing customer’s issues and how to resolve them
    • Provide a customer with a pragmatic solution or process to follow
    • Troubleshooting and Resolution of issues
    • Effectively diagnose issue and identify troubleshooting steps or options
    • Monitoring and resolving IT Systems Hardware and Software issues (Desktops, Server, Networking, and Printers etc.)
    • Reviewing and resolving client’s backups issues and performing restores
    • Working with 3rd Party vendors to install, maintain and fix peripheral equipment such as Printers and Phone Systems
    • Participate in new client onboarding projects
    • Facilitate End user training on key applications (Word, Teams, SharePoint)
    • Determine within a timely manner when to escalate to Tier 3 System Engineers
    • Configure server environments and infrastructure
    • Setup new complex devices such as servers
    • Server and Desktop software installation
    • Setup of peripherals (e.g. Printers, Scanners)
    • Onsite support to set up for Servers, PCs and other devices
    • Make changes to existing systems that have significant impact & improvement for customers
    • Multifactor Authentication Deployment
    • Rolling out new printer fleets
    • ISP Changes or change overs
    • Coaching and Training Graduate and Tier 1 System Engineers to develop their capability to resolve more complex issues
    • Assist Senior Engineers and Customer Success Managers with client planning and communications as required
    • Be available for monthly and/or quarterly client reviews both remote and onsite
    • Analyse tickets and find key problems to investigate and resolve root causes
    • Recommend 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 purposes
    • Who / What / When / How captured notes of the issue (directly billed to the customer) Entered as close to real time as possible
    • Acknowledge and follow ticket schedule as assigned by Service Coordinators or Service Delivery Manager
    • Prioritise workload
    • Effectively communicate issues, blockers and schedule impacts to Service Co-ordinators

    • Professional Development:
    • Committed to ongoing professional development and continuous learning
    • Complete certification roadmap as defined in Professional Development Plan
    • Keep up to date with current and emerging technologies

    • Teamwork:
    • Work in collaboration with internal and external teams
    • Attend and participate in Service Desk Level 10 meetings
    • Collaborate 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 Communication
    • Able to translate technical solution into simple speak and back again
    • Time management
    • Attention to detail
    • Problem Solving
    • Analytical Skills
    • Adaptability
    • Ability to learn new skills
    • Interpersonal skills
    • Customer Centric

    • Qualifications:
    • Degree in BSc in Computer Science or similar
    • Working towards the following certificates:
    • AWS Solutions Architect Associate
    • AWS SysOps Associate
    • Azure Security Engineer Associate
    • Azure Administrator Associate
    • Office 365 Associate Level Certifications
    • Microsoft 365 Associate Level Certifications
    • Citrix Certified Administrator
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Dijital Team

Employment type

Full-Time

Location

Colombo

Salary range

Prefer not to share

Posted

31 days ago

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