Key Roles and Responsibilities :
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within the agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
Capture all required and relevant information for immediate resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
Work with automation teams for effort optimization and automating routine tasks
Coach Service Desk and L1 teams for technical and behavioral skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client’s service
Lead and manage all initial client escalation for operational issues.
Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
Ensures all changes are carried out with proper change approvals
Plan and execute approved maintenance activities
Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
Knowledge, Skills, and Attributes :
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications :
Diploma, degree, or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
Advantageous Certifications :
Up to date and relevant ITIL certification
At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
Good to have scripting knowledge such as Python, PERL
Good to have cross-technology skills Ex Windows server L2 along with UNIX or Storage skills.
Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
Cisco Certified Network Associate - Wireless (CCNA-WL)
Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
Cisco Certified Network Associate - Security (CCNA-SEC)
MCSA, MCSE, RHEL, VCP
Cisco Certified Network Associate - Data Center (CCNA-DC)
Cisco Certified Network Associate - Video (CCNA-VID)
Cisco Certified Network Associate - Voice (CCNA-V)
Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.
Certifications carry additional weightage on the candidate’s qualification for the role.
Required Experience :
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably Service Now
What will make you a good fit for the role?
Standard career level descriptor for job level :
Develops professional experience
Applies policy and procedures to solve variety of issues
Problems are moderate in nature
Build productive internal and external working relationships
Receives general instructions on routine work
Receives detailed instructions on new work
Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience;
or equivalent work experience