T3 Service Desk Engineer

Job Summary :

As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work.

Key Responsibilities :

• Advanced Technical Support : Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to :
• Virtualization : VMware & HyperV
• Backup systems and Storage
• Network and Security (Firewall Systems, Router and Switches etc.)
• Active Directory and O365 Administration
• System Administration : Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange / 0365)
• Project Participation : Collaborate with project teams to design, implement, and manage IT projects for clients.
• Mentorship and Training : Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement.
• Client Interaction : Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
• Documentation : Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
• Proactive Maintenance : Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
• Incident Management : Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
• Security : Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

Qualifications :

Requirements

Benefits

Benefits :

Additional Information :