Second Line Support Engineer 1




System and Support


 Troubleshoot and resolve user and server incident tickets forwarded by 1L
 Escalate to 3L if needed and capture the knowledge
 Interact with problem management if applicable.
 Automate operational procedures if possible
 Execute different kind of standard requests (Restore, share provisioning, DRP testing)
 Identify problems and escalate to problem management
 Follow the change management process if applicable.
 Coordinate and organize the work with your colleges.

Technical skills:

 Same kind of position for more than 3 years
 Knowledge of desktop operating systems, various software applications, and basic hardware, Internet technologies, and products.
 Windows 7
 Office
 Citrix client
 Skype
 Antivirus products
 Internet tools (explorer)
 Powershell scripting skills Scripting
 Knowledge of one or more server products
o Windows server 2012>
o HyperV
o Active directory
o CommVault
o Exchange
o Sharepoint
o System center products
o Microsoft Clusters
o SQL server
o Network related…
 Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools
 Experience with reporting tools
 Knowledge of ITIL processes

Contact person:

Contact name: David Van Hooydonck