Support Operation Engineer - Level 2
Full TimeJob Overview
We are seeking a Support Engineer to join our team. This role is focused on maintaining service levels outside of regular business hours and is ideal for a proactive, independent engineer who thrives in a fast-paced, service-oriented environment. The ideal candidate is experienced, detail-oriented, and capable of managing tickets, infrastructure monitoring, and escalations during off-peak hours with minimal supervision.
We are seeking a Support Engineer to join our team. This role is focused on maintaining service levels outside of regular business hours and is ideal for a proactive, independent engineer who thrives in a fast-paced, service-oriented environment. The ideal candidate is experienced, detail-oriented, and capable of managing tickets, infrastructure monitoring, and escalations during off-peak hours with minimal supervision.
Duties and Responsibilities :
- Provide remote support to clients in line with service level objectives by addressing new service requests, continuing in-progress tickets, and delivering high-quality issue resolutions.
- Monitor and manage ticket queues, including ticket triage, updates, and coordination with internal resources to ensure seamless hand-offs and continuity between shifts using ConnectWise PSA.
- Serve as an extension of the in-house support team by ensuring continuity in ticket progress overnight and on weekends.
- Respond to urgent requests and alerts received outside of regular hours, escalating critical issues when necessary.
- Perform routine server maintenance, patching, and infrastructure monitoring during low-traffic periods to minimise user impact.
- Communicate progress, documentation updates, and ticket hand-offs to the daytime support team.
- Contribute to ongoing service improvements by identifying recurring after-hours issues or documentation needs.
- Partner with the business development team to make infrastructure and workflow recommendations observed during support.
- Execute the service mission and strategy.
Required Experience/Skills :
- Experience/Role Requirements:
- Previous experience in information technology or other related fields.
- 2+ years of experience in end-user technical support.
- Proven track record in server and infrastructure monitoring, patching, and ticket queue management.
- Tools/Systems Essential:
- Computer and Mobile Operating Systems: macOS, Windows, iOS, Android
- Server Operating Systems: Windows Server, Dell Unity, Dell PowerScale, Synology
- Communications and Productivity Suites: Microsoft 365, Google Workspace
- Mobile Device Management: Microsoft Intune, Addigy, Rippling, Meraki Systems Manager
- Cybersecurity Tools: Microsoft Defender, Zorus, Huntress, Cisco Secure Endpoint, Cisco Umbrella
- Network Administration: SonicWALL, Cisco Meraki, DNS
- Identity and Access Management: Active Directory, Entra ID
- Virtual Desktop Infrastructure: Azure Virtual Desktop
- IaaS Platforms: Amazon Web Services (AWS), Microsoft Azure
- Highly regarded certifications:
- Intermediate (Associate) to Advanced (Expert) certification in the administration of Microsoft 365, Windows, Entra, or Defender
- Certification in CompTIA A+, Network+, or Security+, or equivalent
- Apple Certified Support Professional (ACSP) or Apple Certified IT Professional
- Cisco Certified Network Associate (CCNA)
Soft Skills:
- Excellent troubleshooting and analytical skills, with a methodical and detail-oriented approach to problem-solving
- Comfortable working independently during off-peak US Eastern Time Zone hours with minimal supervision, including weekends and US holidays.
- Exceptional customer service skills and strong business acumen.
- Excellent written and verbal communication skills.
- Experience working in a team-oriented, collaborative environment.