IT Support Engineer (2nd level)
Miejsce pracy: Gdańsk
Nr ref.: JO-1704-351633
Our Client develops own solutions in cloud and high-availability services for prestigious clients. The Support teams will be responsible for maintaining and enhancing all operations delivered to them.
IT Support Engineer (2nd level)
City: Gdańsk
Key Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
- Respond to incident alerts, making sure that they are progressed effectively within defined service levels
- 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.
Required skills:
- Good understanding of professional services support in IT (in Windows environment)
- Understanding of TCP/IP and networking terminology
- DNS troubleshooting
- Basic understanding of VMware and awareness of Cloud technology
- Good knowledge of SQL Server
- Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Good technical awareness of IT server infrastructure
- Knowledge and experience of using a call management system.
What we also expect:
- A ‘client centric’ approach
- Excellent demonstrable English written and verbal communication skills
- Able to communicate in groups with confidence and conviction
- Good team-working skills are essential
- Ability to document processes and procedures in a clear, concise and logical manner.