Server Support Engineer wanted immediately: APPLY HERE

Dennis TJune 12, 2019

10 4 minutes read

Our client requires a Server Support Engineer (L2) in order to identify, investigate and resolve technical incidents and problems and restoring service to clients by managing incidents to resolution.

Primary Purpose:

The Server Support Engineer (L2) is an intermediate to high level position in the EUC/DC/FS engineer job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Server Support Engineer (L2) focuses on second line support for medium complexity incidents and maintains the Datacentre or End-user Computing environmental and monitoring equipment.

Responsibilities:
Monitor infrastructure:

The Server Support Engineer (L2) ensures that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors:

The Server Support Engineer (L2) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and company colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests:

The Server Support Engineer (L2) investigates second line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3rd line support team.

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by company procedures.

Incident management:

When required The Server Support Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required. They update incidents with progress and resolution details.

Shift management:

Server Support Engineers (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Reports:

The Server Support Engineer (L2) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.

Minimum Requirements:

NQF Level 5
MCTS 2008
MCSA 2012
ITIL V3 Foundation
Kepner Tregoe Advanced
Intermediate to high level scripting capabilities
Good Report Writing in Excel and Word
Achieve +70% on technical assessment for L2
Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
Provide End-user Computing support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.
Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
Take full ownership for managing the incident to resolution within the service level conditions.
Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.
Provide telephonic support to clients when required and update the relevant systems as per company procedures.
Perform the necessary hand over procedures in cases where shift work is required.
Produce breach and other reports to identify failures and short comings.
Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure and feedback to clients
Update all client documentation when required (Sops, Work Instructions, Build Guides and Designs)
Update ITSM knowledge base with lessons learnt and insights into recurring incidents and system related errors
Assist in benchmarking industry standards
Review results of daily checks and action deviations and faults accordingly
Logging, tracking and updating of vendor Service Requests
Attend Client CAB meetings
Keeping up to date with industry changes and vendor best practices
Mentor junior staff
Automate Patch Management
Manage client firmware levels for respective technologies
Demonstrate solution and service knowledge
Possess sound knowledge of communications infrastructure and systems
Demonstrate problem analysis and solution formulation skills
Demonstrate learning and service orientation
Demonstrate excellent attention to detail
Demonstrate proactive management
Extensive knowledge and experience including configuration and implementation
Strong general knowledge of networking, IT systems, security, servers and firewalls
Demonstrate the ability to adapt to change and to think innovatively
Display good verbal and written communication ability
Demonstrate the ability to engage with a variety of stakeholders
Possess good planning and time management ability
Demonstrate the ability to cope under pressure
Passionate about enterprise-level IT solutions with a limitless willingness to learn
General Knowledge Sharing and willingness to attend, facilitate and participate in Master Classes facilitated by the compnay and its other internal departments
Assisting Kepner Tregoe coach to facilitate coaching sessions in your capacity of Advanced KT practitioner
Attend monthly meetings with your supervisor to discuss your Key
Performance Indicators and career planning (PDP)
Time Management according to the EUC COE time keeping rules of engagement
Achieve Billable Monthly Utilization of 73% and Effective Utilization of 67% (ES)
Achieve Billable Monthly Utilization of 74% and Effective Utilization of 63% (PS)
Attend team meetings as required from time to time
Required to work reasonable Overtime and Standby from time to time when required by management (this will be remunerated accordingly
Agree to training plan on the company PDS System