L2/L3 Engineer

Responsibilities:

• Working across teams and closely with our customers, promote and deliver high quality technical and customer support.
• Provide remote support to clients, solving complex and non-complex problems to minimize system down-time and loss of productivity
• Using support tools to manage and track tickets and customer issues.
• Primary escalation points for Level 1 and Level 2 support staff.
• Responsible for advanced troubleshooting of supported services
• Escalating issues to management as appropriate.
• Manage set-up activities for small to medium scale deployments/projects.
• Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements.
• Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets.
• Monitor the performance of systems and assist with the identification of potential issues and propose solutions.
• Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes.
• Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company.
• Research and test new product offerings which may become part of our service offerings.
• Documenting support-related processes and procedures (SOP).
• Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.

Skills/ Requirements:

• Firewalls: FortiGate, SonicWall and other Certifications:
• Relevant
• industry recognized certifications (MS-500, MS-700, MS-900, MS-102, MD-102, AZ-104, AZ-900, SC-200 or recent equivalents)
• Key Skills & Attributes:
• Excellent communication skills – both verbal and written
• Self-management and self-development skills.
• Strong level of technical aptitude and problem-solving skills required.
• Self-motivated with an aptitude for creative problem-solving, along with the flexibility to adapt to new tools and techniques.
• Excellent interpersonal, communication and organizational skills and the ability to multitask are essential.
• Willingness and ability to work in a fast-paced and rapidly changing environment.
• Meticulous attention to detail when documenting job notes and creating documentation, analytical and problem-solving skills
• Strong work ethic, with the ability to work individually and as part of a team.
• Ability to communicate technical information to other technical team members but also to clients who may not have technical knowledge.
• A highly organised individual with the ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required.
• Experience in automation and advantage (via 3rd party software, PowerShell, etc

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