OZM-682 - Support Engineer 2nd Line
Softline International
- Buenos Aires
- Permanente
- Tiempo completo
- Provide second line support to customer users, analyze problems, and offer solutions to issues that cannot be addressed by tier 1(L1 engineer)
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
- Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
- Establish a good working relationship with the customers and 3rd parties.
- Work on Trend Analysis and Problem management
- Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and documented to KBDB.
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Technically Groom L1 Resources to L2 Level
- Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems**Skills required for the role**
- Bachelor’s degree in Information Technology, Computer Science, or a similar field.
- M365: Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.
- EMS: ATP, AADP, AIP, MCAS, MDATP (basic knowledge).
- MS Azure (IaaS & PaaS)
- Certifications: Microsoft 365, Microsoft Azure (at least two)
- _ Additional (advantage):_ SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server; Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V
- Knowledge of working for a Managed Service Provider
- Teamworking skills and a collaborative approach to work.
- Ability to multitask and prioritize your workload.
- Languages**:English (required), Portuguese (optional).
- Availability to work rotating monthly shifts.**Experience you would be expected to have**
- Minimum of 2 years proven experience working in a 2nd line position
Kit Empleo