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Develocraft
2nd Line Support Engineer 8000 - 10000 PLNpermanent
Develocraft Grunwaldzka 472B, Gdańsk9 days ago
Mid
gross/permanent
100
aleja Grunwaldzka 472B, Gdańsk

Develocraft is looking for 2nd Line Client Support Engineer for one of our international clients who provides hybrid IT solutions. You’ll be part of a 2nd Line support team, supporting the mission-critical infrastructure of client customers, delivering a responsive and exceptional support service for client events and requests. 


Responsibilities:

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL framework processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in clients structured approach to troubleshooting problems 

Requirements:

  • At least 2 year experience on simmilar position
  • Possess a strong understanding of server and network infrastructure architecture
  • Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
  • Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
  • An understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking 
  • Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL
  • Excellent demonstrable English written and verbal communication skills
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE)
  • ITIL certification desirable 

We offer:

  • Working in an international environment 
  • Yearly bonus 
  • Training budget
  • MyBenefit card
  • Lunch card
Active Directory
Mid
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