Job Overview
We are seeking a skilled and solutions-oriented Second Line Engineer to handle escalated technical issues and ensure the stability and efficiency of our IT systems. This role requires deep troubleshooting expertise, strong system administration skills, and a proactive mindset for problem management and user support. You’ll work closely with First Line Support and other IT teams to resolve incidents, implement fixes, and maintain system performance while providing a superior technical support experience to end-users.
Job Responsibilities
1. Incident Management
• Receive, triage, and resolve escalated IT incidents.
• Troubleshoot complex hardware, software, and network issues.
• Apply quick, effective solutions to restore service with minimal downtime.
2. Problem Management
• Analyze recurring incidents to identify root causes.
• Develop and implement long-term fixes and preventive measures.
3. System Administration
• Monitor system performance and ensure optimal functionality.
• Deploy updates, patches, and system configurations.
• Diagnose and address system failures or performance bottlenecks.
4. Advanced User Support
• Deliver advanced technical assistance to end-users.
• Manage user accounts, permissions, and access control.
• Guide users in adopting best practices and using IT systems effectively.
5. Documentation & Knowledge Sharing
• Maintain comprehensive and accurate technical documentation.
• Contribute to internal knowledge bases and troubleshooting guides.
Required Skills & Experience
• Strong technical knowledge of servers, networks, storage, and system infrastructure.
• Proven expertise in diagnosing and resolving complex IT issues.
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication abilities.
• Ability to work independently and collaboratively.
• Familiarity with ITIL frameworks and service management processes.
• Industry certifications (e.g., Microsoft, Cisco, CompTIA) are highly desirable.
Preferred Qualifications
• Strong technical knowledge of IT infrastructure components (servers, networks, storage).
• Proficiency in troubleshooting and problem-solving techniques.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Experience with IT service management frameworks (ITIL).
• Certifications in relevant technologies (e.g., Microsoft, Cisco, CompTIA).
Benefits & Perks
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