Client Support Engineer - Level 3
Nr ref.: JO-1704-352095_4
Location: Gdańsk
Key Responsibilities
- Provide support to client’s infrastructures and maintain high availability through proactive measures
- Resolve complex technical incidents and problems escalated by other internal departments
- Administration and troubleshooting of issues
- Ensuring clients and partners are updated on the status of issues
- Implement operational procedures, tools and best practice
- Achieve required levels of operational scalability & performance
- Be an escalation point for client escalations
- Fully functional and self-directed
- Aid in capacity management and reporting
- Participate in the execution of Disaster Recovery exercises and own specific server tasks
- Support project deployment and project transition support for complex solutions
- On call for Windows/VMware/Storage infrastructure escalations
- Execute change management tasks in line with defined processes
- Act as a Principal Support Analyst for 1 or more clients
- 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 our Client's structured approach to troubleshooting problems
- Act as a role model and mentor for fellow team members
Knowledge
- Possess a deep understanding of server and network infrastructure architecture
- Strong knowledge and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
- Excellent knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Strong understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Firewalls
- Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, SAN/NAS, ITIL
Skills
- Strong problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
- A ‘client centric’ approach
- 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
- Coaching and mentoring skills
- Advanced problem solving skills
- Exceptional customer service skills
- Ability to provide technical leadership to different areas of the business and the client
- VMware Certificate Professional is desirable
- Excellent Microsoft server skills
- Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE)
- ITIL certification desirable
Experience
- 3-5 years of experience from a Managed Services background
