2nd Line Support (Contract)

at  Digital Waffle

POSITION OVERVIEW:

We are seeking a talented and dedicated 2nd Line Support Engineer to join the team on a contract basis. As a crucial member of the support team, you will play a key role in providing technical assistance and resolving complex issues. This position offers an excellent opportunity to showcase your expertise in the Microsoft tech stack while working in a dynamic and collaborative environment.

REQUIREMENTS:

• Proven experience in a 2nd line support role, preferably in a managed services environment.
• Strong technical proficiency in the Microsoft tech stack, including Windows Server, Active Directory, Exchange, InTune, Office 365, Azure, VMWare and general networking, Mitel, VoIP and ServiceNow.
• Excellent troubleshooting and problem-solving skills with a keen attention to detail.
• Solid understanding of networking principles and protocols.
• Effective communication skills with the ability to convey technical information clearly and concisely.
• ITIL certification or relevant experience preferred.
• Ability to work independently and collaboratively in a fast-paced environment.

• Provide 2nd line technical support to clients, resolving issues efficiently and effectively.
• Troubleshoot and diagnose hardware, software, and network problems using a variety of tools and techniques.
• Act as a point of escalation for 1st line support technicians, providing guidance and assistance as needed.
• Collaborate with internal teams to identify and implement solutions to recurring issues.
• Document support processes, procedures, and resolutions for future reference.
• Ensure adherence to service level agreements (SLAs) and deliver exceptional customer service at all times.