Dijital Team
11 - 50 employees
Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.
L2/L3 Engineer
🕒 April 23
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Dijital Team
11 - 50 employees
Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.
📋 Description
• Working across teams and closely with our customers, promote and deliver high quality technical and customer support. • Provide remote support to clients, solving complex and non-complex problems to minimize system down-time and loss of productivity • Using support tools to manage and track tickets and customer issues. • Primary escalation points for Level 1 and Level 2 support staff. • Responsible for advanced troubleshooting of supported services • Escalating issues to management as appropriate. • Manage set-up activities for small to medium scale deployments/projects. • Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements. • Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets. • Monitor the performance of systems and assist with the identification of potential issues and propose solutions. • Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes. • Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company. • Research and test new product offerings which may become part of our service offerings. • Documenting support-related processes and procedures (SOP). • Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.
🎯 Requirements
• Firewalls: FortiGate, SonicWall and other Certifications: • Relevant • industry recognized certifications (MS-500, MS-700, MS-900, MS-102, MD-102, AZ-104, AZ-900, SC-200 or recent equivalents) • Excellent communication skills – both verbal and written • Self-management and self-development skills. • Strong level of technical aptitude and problem-solving skills required. • Self-motivated with an aptitude for creative problem-solving, along with the flexibility to adapt to new tools and techniques. • Excellent interpersonal, communication and organizational skills and the ability to multitask are essential. • Willingness and ability to work in a fast-paced and rapidly changing environment. • Meticulous attention to detail when documenting job notes and creating documentation, analytical and problem-solving skills • Strong work ethic, with the ability to work individually and as part of a team. • Ability to communicate technical information to other technical team members but also to clients who may not have technical knowledge. • A highly organised individual with the ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required. • Experience in automation and advantage (via 3rd party software, PowerShell, etc
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