Job Profile Summary
MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the MS Engineer (L2) is able to restore service to clients.
Their primary objective is to proactively review client requests or tickets and apply technical / process knowledge to resolve them without breaching service level agreement (SLA).
The MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.
Radford reference :
Performs IT functions such as design, analysis, evaluation, testing, debugging, and implementation of applications programs supporting the company infrastructure business processes and operations and / or network-based (cloud) product systems.
Analyzes installs, acquires, modifies, and supports operating systems, databases,s or utility software. Plans conducts and directs the analysis of business problems with automated systems solutions.
Analyzes, designs, acquires, and implements projects for LAN and / or WAN systems. Plans, designs, acquires, and implements telecommunications voice / wire systems.
At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."
Job Description Key Roles and Responsibilities :
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within 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 along with a handover of upcoming critical tasks to be carried out in the next shift
Escalate all tickets to seek 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 manages 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 plans 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
CCNA qualification or A+ N+ working towards the CCNA
Technical competencies and knowledge :
Knowledge of Enterprise-scale LAN systems (STP, VTP, Port-channel, Trunking, VLANs, VACL’s, Stacking)
Understanding Protocols such as (HTTP / S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP, and other web-based protocols)
Networking technologies, principles, and protocols based on OSI model, TCP / IP, UDP, IP addressing and MAC addresses, etc.
Basic Understanding of Routing Protocols such as (EIGRP & OSPF)
Knowledge of Enterprise Wi-Fi technologies
Knowledge of Cisco Identity Services Engine (ISE) & TACACS
Knowledge of Enterprise Monitoring (Spectrum, Cisco Prime)
Knowledge of incident management systems
Required Experience :
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably Service Now and Remedy