IT Support Engineer (Tier 2)

Key Responsibilities

Support client Endpoint devices.

Support client on-premise & Cloud infrastructure.

Support client end users on site.

Support exchange, M365 issues.

Support Backup Solutions.

Support customers in their dealings with 3rd parties.

Work with staff to promote, develop, and maintain a positive experience for the

Client.

Additional projects as required such as preparing system and user documentation and

testing.

Ad-hoc Remote and Internal Project work.

Overseeing that all assigned tickets are resolved within their SLA.

Manage major incidents from start to finish.

Comply, maintain, and promote information security in Viatel.

Assist in evaluating new technologies, services and processes to meet

business/customer objectives.

Maintain certification of existing and emerging technologies and evaluate the

potential application for customer environments.

Qualifications and Experience

Minimum of 2-3 years experience in a helpdesk/IT support role.

Hands on (demonstrable) experience with Microsoft Azure, VMware ESX Server, or

Hyper-V.

Exchange & M365 experience.

Technical Certifications (Microsoft, VMware) or equivalent experience.

Setup, operation and troubleshooting of TCP/IP networking.

Exposure to Business Continuity and Disaster Recovery

Excellent Client facing skills.

Excellent organizational skills and exceptional attention to detail.

Strong communication, interpersonal skills and ability to lead by example.

High level of flexibility, enthusiastic, willingness to learn and develop.

Willingness to travel, if required.