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Technical Support Network Engineer L2

5.00 to 10.00 Years   Thane   03 Jun, 2019
Pace Business Machines Pvt Ltd
Job LocationThane
EducationNot Mentioned
SalaryRs 3.0 - 7 Lakh/Yr
IndustryIT - Hardware / Networking
Functional AreaNetwork / System AdministrationTelecom Network Design / Management
EmploymentTypeFull-time

Job Description

Qualification:

  • BE or IT Graduate
  • Minimum 6 years Experience in networking
  • Previous experience with ConnectWise PSA or equivalent professional services automation software
  • Previous experience with LabTech RMM or equivalent remote monitoring and management software
  • Previous experience with Screen Connect or equivalent screen sharing/online meeting software
  • Previous experience with alternative investment software and services (e.g., Bloomberg Professional Services, Advent Axis/Geneva/Tamale RMS)
  • Training, certification or experience with ITIL v3 framework
  • Strong working knowledge of infrastructure system services (e.g., Active Directory, DHCP, DNS, DFS/NFS, NTP, SSH)
  • Process- and metrics-driven approach to ensure consistent delivery of the highest possible level of service
  • Management skills in evaluating, developing and coaching L1 and L2 client-facing technologists
  • Maintain a positive attitude to motivate and influence others
  • Outstanding presentation, written and interpersonal communications skills
  • Passionate about enterprise-level IT solutions with a limitless willingness to learn
  • Incredible attention to detail with a passion for proper grammar and punctuation
  • Proven ability to multi-task and stay organized in a fast-paced environment.
ROLES AND RESPONSIBILITIES
  • Manage the success of your team in delivering quality end-user technology support and adhering to service level agreement goals
  • Work to promptly resolve all incoming infrastructure issues by phone, email or chat within established SLA targets
  • Document issue status and provide updates to management and end-users in near real-time
  • Escalate and schedule L3 issues requiring on-premises interaction
  • Follow up on outstanding issues and ensure timely resolution
  • Develop, document and maintain standard operating procedures, best practices and customer service guidelines
  • Drive service improvement via gap analysis and ongoing review of SLA-driven KPIs
  • Work with management to develop process and procedures that are aligned to industry best practices
  • Create executive dashboards for reporting on KPIs based on established SLA targets
  • Represent the Support Services team at executive-level and client-facing meetings when required
  • Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
  • Participate in interviewing, training and mentoring of junior team members
  • Excellent in Data Centre setup.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Job Location: 401, Dosti Pinnacle, Wagle Estate, Thane West, Thane 400604
  • Start Date: 03-Jun-2019
  • End Date: 30-Jun-2019

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