2nd / 3rd Line IT Engineer Job Description Template
Our company is looking for a 2nd / 3rd Line IT Engineer to join our team.
Responsibilities:
- 2nd and 3rd line technical support;
- Involvement in technical projects for technology deployments/upgrades etc;
- Keeping Documentation up to date and accurate;
- Monitoring systems for alerts;
- Ownership of incidents throughout their lifecycle;
- Proactive updating and monitoring of internal IT systems ensuring they are maintained and kept up to date;
- Ensuring SLA’s are adhered too;
- Routine checks such as system health and backups;
- From time-to-time, you will be required to be involved in small internal projects to ensure continual process improvement;
- Managing communication between customers and internal parties.
Requirements:
- Knowledge of encryption and antivirus products;
- Administration of Microsoft Active Directory;
- Virtualised Infrastructure support (VMware/Hyper-V etc.);
- Detailed knowledge of networking technology with the ability to troubleshoot general connectivity problems in both LAN and WAN;
- Firewall and Switch support (Cisco, HP, etc.);
- Windows Server administration including DNS & DHCP Configuration;
- Wireless troubleshooting – Wireless Controller / remote Access Points / Cloud-based (Aruba, Meraki, Zyxel, etc.);
- Detailed knowledge of backup solutions (VEEAM/Datto/Symantec BESR or similar);
- Administration of Microsoft Exchange Server and Office 365;
- Experience with storage technologies, NAS, SAN, etc;
- Knowledge of Helpdesk ticketing systems such as AutoTask is desirable;
- Excellent written and verbal communication skills;
- Good understanding of BCP and DR;
- Essential to have previous experience of IT service process review and documentation;
- Anti-Spam technologies such as Mimecast / MessageLabs or similar.