A leading Global Systems Integrator and Managed Services Provider has a vacancy for a MS Services Engineer to focus on second line support for incidents and requests with medium to high level of complexity.
Stakeholder engagement Internal : engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements.
Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention External : proactively act as first-
line technical support for clients (including the analysis, assignment and escalation thereof). Value Chain Linkage Managed Services Operations Center Managed Services Center of Excellence (CoE) Managed Services Transition Managed Services Cross Functional Services Certifications required 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) Juniper Certifications Meraki Certifications MCSA, MCSE, RHEL, VCP MS-IIS Server Citrix Metaframe 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 candidate’s qualification for the role. Minimum requirements : 5-8 years of relevant managed services experience Must possess essential and operational knowledge in ticketing tools preferably Service Now.
Strong client service orientation and passion for achieving or exceeding expectations Excellent written and verbal communication skills Should you not receive a response from us within one week of your application, your application has unfortunately not been successful.