Tier 2 It Service Desk Engineer

The Tier 2 IT Engineer is responsible for providing advanced technical support to end-users and maintaining the stability and integrity of the organization's IT infrastructure.

The position will involve both helpdesk and some onsite work for our clients, supporting Server, Cloud and Network Infrastructure, Microsoft environments, Desktops, Laptops, and Microsoft Operating Systems.

Reports to: Service Delivery Manager

Key Responsibilities:

1. Technical Support: Provide escalated technical support for end-users, addressing complex hardware and software issues.
2. Analyse and resolve incidents and service requests in a timely and efficient manner.
3. Collaborate with Tier 1 support and Projects team for seamless service delivery.
4. Infrastructure Maintenance: Proactively monitor and maintain GenAIT customer IT infrastructure.
5. Perform regular system updates, patches, and upgrades.
6. Contribute to the development and implementation of IT policies and procedures.
7. Network Administration: Assist in the maintenance and configuration of network devices and services.
8. Troubleshoot network issues and work with the Projects Team to implement solutions.
9. Security and Compliance: Participate in security initiatives, including vulnerability assessments and compliance audits.
10. Implement and enforce security best practices to protect organizational assets.
11. Documentation: Maintain accurate and up-to-date documentation for systems, procedures, and configurations.
12. Create knowledge base articles to assist Tier 1 support and end-users.
13. User Training: Provide training to end-users on IT-related topics and best practices.
14. Create user guides and documentation for common issues and solutions.

Knowledge, Skills, Education, and Experience:

The position is customer-facing; customer service skills and good communication skills are essential together with helpdesk experience. Your technical and helpdesk competence will ideally include the following technologies that the support team covers:

Technical – preferred experience 3 – 5 years:

1. Proficient in Microsoft technologies, including Windows Server, Active Directory, and Exchange, as well as Windows Desktop environments.
2. Solid understanding and experience of networking principles, including TCP/IP, DNS, DHCP, and routing protocols.
3. Experience with firewall configuration, management, and troubleshooting, including knowledge of security protocols and VPN configurations.
4. Experience with virtual server management: VMware, HyperV, ESXi Hosts, RAID configurations, and redundancy management.
5. Understanding of Cloud backups, particularly retention periods, performing restores, and troubleshooting.
6. Familiarity with cloud services, particularly Microsoft Azure, Intune, Auto-pilot, Office, and Google Workspace.
7. Capable of providing remote support and effectively resolving second-line technical issues across various client environments, including desktop support for both Windows and Mac users.

Helpdesk – preferred experience 3 – 5 years:

1. Excellent communication skills: capable of explaining technical details clearly to both technical and non-technical stakeholders across multiple organisations.
2. Previous experience working for a Managed Services Provider (MSP) or demonstrated ability to support multiple customers with diverse infrastructures.
3. Strong problem-solving skills, with a keen analytical mindset to diagnose and resolve complex technical problems in a multi-client setting.
4. Resourceful in finding solutions using available tools and resources; adept at researching and implementing new technologies tailored to different client needs.
5. Proactive nature in learning and adopting new technologies and methodologies to progress to third-line support.
6. Ability to work independently and as part of a team, demonstrating initiative and a strong desire for professional growth.
7. Experience with ITIL helpdesk processes and ticket queue management.
8. Commitment to continuous professional development and a demonstrated passion for advancing to more senior technical roles within a dynamic multi-client environment.
9. Demonstrate telephone and written etiquette while effectively communicating with the customer and internal teams.

You must have an eye for detail, the ability to work independently and as part of a team, great communication skills, excellent documentation skills, and the drive for self-development.

What We Offer You:

1. Free breakfast and fruit in the office.
2. Professional learning and career development opportunities.
3. Opportunity to link with industry experts across major and minor events.
4. Leading salary and working conditions.
5. Exposure to the latest event, monitoring and management toolsets.
6. Time to learn on the job.
7. A fun and energetic working environment.

Seniority Level: Mid-Senior level

Employment Type: Full-time

Job Function: Information Technology

Industries: IT Services and IT Consulting