Tier II Support Engineer

Key Responsibilities

1. Oversee the daily operation and maintenance of IT systems, including servers, networks, and applications, ensuring high availability and reliability.
2. Provide guidance, support, and training to mentor junior team members.
3. Assist in developing and implementing IT operational policies, procedures, and standards to ensure compliance with best practices.
4. Develop and maintain documentation for IT systems, configurations, and procedures, ensuring accuracy and accessibility for team members.
5. Collaborate with internal and external parties to support IT projects and initiatives, contributing to technical requirements, planning, and executing system upgrades, migrations, and deployments.
6. Manage relationships with customers, vendors, and service providers, negotiating contracts and SLAs to ensure quality and cost-effectiveness.
7. Coordinate with the business and finance teams, overseeing budget calculations and purchase-related matters.
8. Respond to and resolve escalated IT issues and incidents, serving as a key point of contact for technical support and troubleshooting.
9. Analyze IT operations metrics and KPIs, preparing reports and presentations for management to track performance and identify areas for improvement.
10. Serve as a subject matter expert for IT operations staff, sharing knowledge and best practices to foster professional development and growth.
11. Demonstrate a strong sense of ownership, urgency, and self-motivation.
12. Monitor IT system performance and security, proactively identifying and addressing issues to minimize downtime and prevent data breaches.
13. Conduct regular audits and assessments of IT infrastructure and processes, identifying areas for improvement and implementing solutions.

Key Requirements

1. Must possess at least a bachelor’s degree in any field.
2. Must have a minimum of 3 years of experience in operations or project management within the ICT industry.
3. Must have technical troubleshooting skills for well-known hardware and software, including: Routers, Switches, Firewalls, Wireless devices, Servers, PCs, Mobile devices, Office applications, and PDF tools.
4. Must have experience with incident management (ITIL).
5. Must be familiar with system administration tasks and competent in operating systems.
6. Intermediate knowledge of IT infrastructure, including networking technologies, is a plus: Cisco, HP, Fortinet, Palo Alto, SolarWinds.
7. Must possess excellent communication skills.
8. Must be reliable and produce consistently high-quality work.
9. Must have a user-oriented, supportive mindset.
10. Should be good at multitasking, with the ability to make quick decisions and take prompt action.
11. Experience supporting technologies that drive daily infrastructure operations.
12. Must be able to collaborate with project and operations team members, bringing a positive attitude, technical expertise, creativity, and the ability to work under pressure and independently.
13. Ability to manage and collaborate effectively with outsourcing vendors.