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Client Support Engineer Level 2

JR006960

Reporting to the MMC Manager, as part of the MMC Operations team, you will be responsible for delivering a highly client focused support service, developing a team of MMC/Service Desk Legacy, Support Level I and II Engineers to exceed client expectations both in technical resolution and customer service.

Supporting Mission Critical infrastructure for Ensono’s clients, delivering a responsive and exceptional support service you’ll resolve complex technical client incidents and problems.

Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.

The MMC Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:

Managing client communication
Conducting proactive and reactive incident, event and problem management
Reducing the number of repeat issues through root cause analysis
Building strong client relationships by becoming a point of contact for clients
Working with internal departments to mitigate client concerns
Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal – ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

Key Responsibilities

Managing and prioritizing all tickets logged into the queue
Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
Act as a positive role model and mentor for fellow team members
Assist the MMC Manager in managing and directing the day to day activities of the SD, L1, L2 support teams during assigned shift.
On-the-job coaching of team members in their development
Provide a lead role in staff development through training, performance appraisal feedback and team building
Develop and maintain good communications within and across teams
Act as escalation point for major incidents
As part of team, standardize and improve working practices
Ensure Tickets are being progressed in correct technical directions in timely manners
Provide 2nd to 3rd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines
Identify and provide technical training to Operations groups as needed.
Knowledge

Possess a strong understanding of OS and Network infrastructure architecture
Good experience and hands-on troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
An understanding of Infrastructure technologies like Storage Area Networks and Networking.
Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL, Scripting, Public Cloud .
Knowledge of ITIL and its function within IT.
Skills

Strong problem solving and analytical skills with knowledge of problem analysis
Able to communicate in groups with confidence and conviction
Ability to multi-task and work well under pressure
Exceptional customer service skills
Engineering certification in Microsoft, Redhat, AWS or Azure
ITIL certification desirable
Ability to manage ticket volumes well
Confidence in liaising with other personnel.
Ability to multi-task and work well under pressure
Good team working skills essential
Experience

2-3 years of experience in a system engineer role (Unix/Windows/SQL/Network)
Experience of working within a managed services environment is advantageous.
Bachelor of Science/Computers/Engineering is preferred

JR006960

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