MS Engineer L2
1d ago


The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.

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 Services Engineer (L2) focuses on second line support for incidents and requests with medium to high level of complexity an engages with both internal and external stakeholders.

Key Role Responsibilites :

  • Proactively monitor the work queues.
  • Works independently, with general direction from the team lead or manager, to perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
  • Timely and consistent updates of tickets with resolution tasks performed.

  • 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. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Diligently follows the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
  • Proactively identifies, contributes and work with automation teams for effort optimization and automating routine tasks.
  • Coaches Service Desk and L1 teams for technical and behavioural skills.
  • Skills & Attributes :

  • Managed Services - dentifies and resolves technical problems and fulfills requests following agreed procedures. Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents.
  • Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required.

  • Service Level Management - Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs
  • Incident Management - Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests.
  • Configuration Management - Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • Problem Management - Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix
  • Teamwork - Actively collaborates with local and global teams for effective working.
  • Requirements

  • Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • 5-8 years of relevant managed services experience
  • 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 (CCNA) certified
  • Meraki Certifications
  • 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
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