2nd/3rd Line Support Engineer Job Description Template
Our company is looking for a 2nd/3rd Line Support Engineer to join our team.
Responsibilities:
- Manage the helpdesk and progress client projects;
- Be a point of escalation for 1 st line issues;
- Provide second and third line support to customers;
- Ensure that incidents are resolved in a timely manner in-line with SLAs.
Requirements:
- 2nd & 3rd line Support;
- Active Directory and Group Policy knowledge;
- Resolve escalated queries from the 1st/2nd line;
- Experience with network troubleshooting and firewall issues;
- Good knowledge/experience of troubleshooting networking protocols;
- Windows 10 deployments using SCCM / imaging;
- Excellent customer facing skills, being able to speak with senior management;
- Prior technical delivery in a IT MSP/Systems Integrator;
- Excellent knowledge of Microsoft Windows Server 2008/2010/2012;
- Good knowledge of VMware, Microsoft Exchange 2008/2012/2012R2;
- Experience of patch management deployment;
- Office 365 Adminstration and SharePoint administration.