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.
Level 3 Support Engineer – Senior/Lead
🕒 March 19
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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 minimise system down-time and loss of productivity. • Using support tools to manage and track tickets and customer issues. • Primary escalation point 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
• Security focused with in-depth knowledge of Security Best Practices. • Experience with Microsoft Security Suite, to include implementation of the following: Microsoft Defender, Microsoft Sentinel, Microsoft Lighthouse, Microsoft Purview, Microsoft Entra, Microsoft Intune. • Microsoft Windows Operating Systems (Windows 10 and newer) • MS Windows Server: 2012, 2016, 2019, 2022. • Remote Desktop Server Implementations. • Network Infrastructure – experience with Switches, VLAN's, Wireless Access Points, VPN, DNS, Routers, Bridging) • Security Infrastructure - experience with Firewalls (SonicWall, Fortinet, Cisco); Spam Filtering Solutions, Web Filtering Solutions, Endpoint Protection) • Virtualization - experience deploying, maintaining, and supporting virtualized (Hyper V & VMware) environments. • Cloud - Office 365, Microsoft 365, Azure, Azure AD, AWS, Google Cloud. • Backup setups such as Arcserve, Veeam, Azure Backup • Experience with scripting languages and technologies (VBScript, PowerShell, etc)
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