IT Support Engineer (Tier 2)

Key Responsibilities
• Support client Endpoint devices.
• Support client on-premise & Cloud infrastructure.
• Support client end user's on site.
• Support exchange, M365 issues.
• Support Backup Solutions.
• Support customers in their dealings with 3rd parties.
• Work with staff to promote, develop, and maintain a positive experience for the
Client.
• Additional projects as required such as preparing system and user documentation and
testing.
• Ad-hoc Remote and Internal Project work.
• Overseeing that all assigned tickets are resolved within their SLA.
• Manage major incidents from start to finish.
• Comply, maintain, and promote information security in Viatel.
• Assist in evaluating new technologies, services and processes to meet
business/customer objectives.
• Maintain certification of existing and emerging technologies and evaluate the
potential application for customer environments.

Qualifications and Experience
• Minimum of 2-3 years' experience in a helpdesk/IT support role.
• Hands on (demonstrable) experience with Microsoft Azure, VMware ESX Server, or
Hyper-V.
• Exchange & M365 experience.
• Technical Certifications (Microsoft, VMware) or equivalent experience.
• Setup, operation and troubleshooting of TCP/IP networking.
• Exposure to Business Continuity and Disaster Recovery
• Excellent Client facing skills.
• Excellent organizational skills and exceptional attention to detail.
• Strong communication, interpersonal skills and ability to lead by example.
• High level of flexibility, enthusiastic, willingness to learn and develop.
• Willingness to travel, if required.