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As a Tier 2 IT Engineer at the company, you will play a crucial role in maintaining and improving the company IT infrastructure. You will be responsible for diagnosing and resolving technical issues, supporting end- users, and collaborating with other IT professionals to ensure smooth operations.
Support the IT Site Leader to ensure the efficient functioning of the contact centre telephony and computer systems.Manage and coordinate the activities of the team of IT Technicians to achieve optimal levels of performance.Provide advanced technical support to resolve IT issues escalated from Tier 1 support.Perform system upgrades, patches, and backups.Monitor system performance and security and take proactive measures to ensure stability and safety.Collaborate with other IT team members and departments to provide seamless support and service. Bachelor’s degree in Computer Science, Information Technology, or related field .Strong knowledge of Windows and Linux operating systems.Coordination and accountability for the resolution of daily work requests .Work to defined backup/recovery procedures that meet with Business continuity and Disaster recovery planning and assessment needs Resolve complex issues requiring detailed systems and application knowledge that have been escalated from Tier 1 Participate in local site projects, document and implement changes according to agreed timelines and project scopeReport and help investigating information security incidents. Install hardware components such as desktop computers, file servers, storage, and multiple workstation facilities, managing and ensuring compliance with the client standardOrganise the physical integration of information technology into new or existing work environmentsMaintain inventories for software, hardware and licensing and maintenance arrangements in accordance with the Asset Management RegisterFacilitate problem solving and collaboration with the back-office support teams, the client management, external contractors and clientsCoordination and escalation of IT issues with local external service providersDevelopment of tips and tricks that would improve efficiencies and usage of IT equipmentMaintains expert-level job knowledgeAccuracy and precision, thoroughness in completion of job assignments Reliability – 100% attendance to rostered shifts and 100% adherence to scheduleManages own workload, able to set prioritiesCommunication skillsWritten communications are clear, concise and accurateAvailable to work shifts on a full-time, flexible basis any day of the week Able to plan, organise and execute task to completion and within deadlines, managing competing priorities effectivelySelf-motivated and able to apply initiative to solve problems and improve work processesWilling to assist knowledge and skill development of colleaguesHigh degree of confidentiality and business acumenPractical experience with internet and network security protocols Extensive experience in the set-up and maintenance of telephony equipment, networks, servers, desk-top and lap-top hardwareAbility to document and manage site schematics and supporting documentationProven experience in dealing with both internal and external customers
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