MS Engineer (L2)
日本電信電話株式会社
Auckland, New Zealand
2d ago

Key Roles and Responsibilities :

  • Proactively monitors the work queues.
  • Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
  • Update tickets with resolution tasks performed
  • Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution

  • Provide second level support to all incidents, requests and identify the root cause of incidents and problems
  • Communicate with other teams and clients for extending support
  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
  • Work with automation teams for effort optimization and automating routine tasks
  • Coach Service Desk and L1 teams for technical and behavioral skills
  • Identify problems and errors before they impact a client’s service
  • Lead and manages all initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  • Ensures all changes are carried out with proper change approvals

  • Plan and execute approved maintenance activities
  • Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
  • Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurized environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
  • What will make you a good fit for the role?

    Academic Qualifications :

  • Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Advantageous Certifications :

  • Up to date and relevant ITIL certification
  • Scripting knowledge such as Python, PowerShell
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Cisco Certified Network Associate - Wireless (CCNA-WL)
  • MCSA, MCSE
  • Azure certification
  • Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.

    Certifications carry additional weightage on candidate’s qualification for the role.

    Required Experience :

  • Moderate years of relevant managed services experience
  • Moderate level knowledge in ticketing tools preferably Service Now
  • At least 2 years experience in a service desk role
  • Experience in the support of Windows 10 desktop enterprise environment
  • Experience in using deployment tools such as SCCM and InTune
  • Experience in creating and changing group policies
  • Experience with Office 365 and Exchange Online
  • Endpoint protection products such as SEP and Defender
  • Excellent verbal and written communication skills are essential
  • A basic understanding of ITILv3 framework and principles
  • PowerShell experience is a bonus
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