Customer Support Engineer Level 2
Miejsce pracy: Gdańsk
Nr ref.: JO-1704-351195BJENGD_3
Location: Gdańsk
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 and call management guidelines
- 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
- Share information across your team and department
- Contribute documentation to the shared knowledge base
Requirements:
- At least 2 years’ experience in an IT role e.g. 1st line
- Good understanding of web site technology
- Ability to document processes and procedures in a clear, concise and logical manner
- Ability to multi-task and work well under pressure
- Understanding of TCP/IP addressing, sub-netting and routing basics
- Familiarity with networking terminology
- DNS troubleshooting
- Basic understanding of VMware and awareness of Cloud technology
- Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Good technical awareness of IT server infrastructure
- Excellent demonstrable English written and verbal communication skills
Desired:
- Understanding of Cisco firewalls / VPN
- Familiarity with load balancing / CSS technologies
- Microsoft Exchange Mail flow
- Microsoft SQL performance troubleshooting, mirroring, Log shipping
- Supporting Citrix XenApp
- Exposure to UNIX OS
- Knowledge of the ITIL framework
- MCITP / MCSE / MCSA / CCNA / CompTIA
