Deal with the most complex and challenging issues that L2 support cannot resolve. This often involves in-depth analysis and advanced diagnostic tools.
Project Support:
Assist with or lead projects related to infrastructure upgrades, system migrations, and other major IT initiatives.
Advanced Configuration:
Handle specialized software and hardware configurations, including server setups and virtual environments.
Mentoring:
Provide guidance and mentorship to L1 and L2 support engineers.
Ability to communicate complex technical information clearly to both technical and non-technical audiences.
ITSM
Asset Inventory Management:
Advanced Asset Management: Oversee the advanced aspects of asset inventory, including strategic asset management and optimization.
Asset Audits: Conduct regular audits to ensure accuracy of asset records and compliance with organizational policies.
Policy Development: Develop and enforce asset management policies and procedures.
Ticket
Process:
Complex Ticket Resolution: Handle and resolve the most challenging and critical tickets, often involving in-depth analysis and coordination with other teams.
Process Improvement: Analyse ticketing processes and identify opportunities for improvement to enhance efficiency and user satisfaction.
Budget Planning:
Participate in the budgeting process for IT assets, including forecasting future asset needs based on organizational growth and technological advancements.
Reporting: Generate and review reports on ticket metrics, trends, and performance, and provide recommendations for improvements
Budget Planning:
Participate in the budgeting process for IT assets, including forecasting future asset needs based on organizational growth and technological advancements.
Risk Mitigation: Understand how L3 support helps manage and mitigate risks associated with complex IT issues and compliance requirements.
Vendor Management:
Evaluate and manage relationships with vendors and suppliers for technical requirements.
Procurement Process:
procurement process, including sourcing, evaluating vendors, and acquiring new hardware and software assets. Ensure timely delivery and integration with existing systems.
Certification: CCNA
Experience:
More than 6 years' experience same field
Job Type: Full-time
Work Location: In person
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