Support Operation Engineer - Level 2

Duties and Responsibilities :

• Provide remote support to clients in line with service level objectives by addressing new service requests, continuing in-progress tickets, and delivering high-quality issue resolutions.
• Monitor and manage ticket queues, including ticket triage, updates, and coordination with internal resources to ensure seamless hand-offs and continuity between shifts using ConnectWise PSA.
• Serve as an extension of the in-house support team by ensuring continuity in ticket progress overnight and on weekends.
• Respond to urgent requests and alerts received outside of regular hours, escalating critical issues when necessary.
• Perform routine server maintenance, patching, and infrastructure monitoring during low-traffic periods to minimise user impact.
• Communicate progress, documentation updates, and ticket hand-offs to the daytime support team.
• Contribute to ongoing service improvements by identifying recurring after-hours issues or documentation needs.
• Partner with the business development team to make infrastructure and workflow recommendations observed during support.
• Execute the service mission and strategy.

Required Experience/Skills :

• Experience/Role Requirements:
• Previous experience in information technology or other related fields.
• 2+ years of experience in end-user technical support.
• Proven track record in server and infrastructure monitoring, patching, and ticket queue management.
• Tools/Systems Essential:
• Computer and Mobile Operating Systems: macOS, Windows, iOS, Android
• Server Operating Systems: Windows Server, Dell Unity, Dell PowerScale, Synology
• Communications and Productivity Suites: Microsoft 365, Google Workspace
• Mobile Device Management: Microsoft Intune, Addigy, Rippling, Meraki Systems Manager
• Cybersecurity Tools: Microsoft Defender, Zorus, Huntress, Cisco Secure Endpoint, Cisco Umbrella
• Network Administration: SonicWALL, Cisco Meraki, DNS
• Identity and Access Management: Active Directory, Entra ID
• Virtual Desktop Infrastructure: Azure Virtual Desktop
• IaaS Platforms: Amazon Web Services (AWS), Microsoft Azure
• Highly regarded certifications:
• Intermediate (Associate) to Advanced (Expert) certification in the administration of Microsoft 365, Windows, Entra, or Defender
• Certification in CompTIA A+, Network+, or Security+, or equivalent
• Apple Certified Support Professional (ACSP) or Apple Certified IT Professional
• Cisco Certified Network Associate (CCNA)

Soft Skills:

• Excellent troubleshooting and analytical skills, with a methodical and detail-oriented approach to problem-solving
• Comfortable working independently during off-peak US Eastern Time Zone hours with minimal supervision, including weekends and US holidays.
• Exceptional customer service skills and strong business acumen.
• Excellent written and verbal communication skills.
• Experience working in a team-oriented, collaborative environment.