L2 Service Desk Engineer

2 days ago

india Staff Domain Inc. Full time
Job Description
The L2 -L3 Service Desk Engineer's responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You’ll be required to maintain up-to-date knowledge of standard/core operating systems, security technologies, and understanding of standards, regulations, laws, and best practices within the Cyber Security space and support clients with identifying and managing complex security risks, including:
  • Working collaboratively with Level 1- Level 2 support to ensure a seamless support process.
  • Microsoft 365 Security and compliance deployments
  • Azure cloud security deployments
  • Microsoft Sentinel deployments
  • Advisory and project delivery of cyber and security solutions based on the C.A.R.L framework
  • Lead the technical delivery of Microsoft 365 security services
  • Responsible for day-to-day monitoring to identify and respond to security abnormalities/breaches within agreed response times. This may include taking remediation action outside of standard office hours;
  • Perform security risk assessments against client networks and Microsoft deployments, providing recommendations and reports
  • Assist in the design and deployment of Microsoft technologies within client environments
  • Prepare concise, clear, and meaningful reports on current state, risks, and recommendations periodically as agreed with the client.
  • Identify opportunities to obtain further relevant training and certification for both yourself and the company;
  • Provide relevant training and education to the company’s workforce and Cyber Security clients.
Microsoft 365 Administrator:
  • Liaise with clients exercising business empathy to understand their specific requirements;
  • Consult, design, and deploy solutions built around the Microsoft 365 environment;
  • Design and Perform migrations from other environments into the Microsoft 365 Environment documentation and training;
  • Design, Develop, and Deploy procedures to secure M365 environments;
  • Maintain Secure M365 environments, including design and delivery of reporting to support maintained security;
  • Understand and evolve automation opportunities within the M365 environment;
  • Work collaboratively with both internal and external stakeholders to find and develop solutions to specific business problems and opportunities;
  • Configure and maintain backups of the M365 environment

Requirements
  • Bachelor's degree in Computer Science, Software Engineering, or a related field.
  • Minimum 3 - 5 + years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector.
  • Proven track record of successfully resolving IT support issues.
  • Experience with the basics of managing Microsoft 365 Tenants.
  • Excellent verbal and written communication skills.
  • Ability to convey technical information clearly and understandably.
  • Dedication to providing exceptional customer service.Ability to empathize with end-users and understand the impact of technical issues on their work.
  • Demonstrate commercial acumen and empathy by effectively managing business operations, and maintaining efficiency
Additional Job Details: 
Set-up and Location: Onsite
Work Schedule:  8:00 AM - 5:00 PM | 6:00 AM - 3 PM PH time
Employment Type: Full Time
All interviews and other hiring requirements are done virtually or through video calls or emails.
Requirements
Job Description The L2 -L3 Service Desk Engineer's responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You’ll be required to maintain up-to-date knowledge of standard/core operating systems, security technologies, and understanding of standards, regulations, laws, and best practices within the Cyber Security space and support clients with identifying and managing complex security risks, including: Working collaboratively with Level 1- Level 2 support to ensure a seamless support process. Microsoft 365 Security and compliance deployments Azure cloud security deployments Microsoft Sentinel deployments Advisory and project delivery of cyber and security solutions based on the C.A.R.L framework Lead the technical delivery of Microsoft 365 security services Responsible for day-to-day monitoring to identify and respond to security abnormalities/breaches within agreed response times. This may include taking remediation action outside of standard office hours; Perform security risk assessments against client networks and Microsoft deployments, providing recommendations and reports Assist in the design and deployment of Microsoft technologies within client environments Prepare concise, clear, and meaningful reports on current state, risks, and recommendations periodically as agreed with the client. Identify opportunities to obtain further relevant training and certification for both yourself and the company; Provide relevant training and education to the company’s workforce and Cyber Security clients. Microsoft 365 Administrator: Liaise with clients exercising business empathy to understand their specific requirements; Consult, design, and deploy solutions built around the Microsoft 365 environment; Design and Perform migrations from other environments into the Microsoft 365 Environment documentation and training; Design, Develop, and Deploy procedures to secure M365 environments; Maintain Secure M365 environments, including design and delivery of reporting to support maintained security; Understand and evolve automation opportunities within the M365 environment; Work collaboratively with both internal and external stakeholders to find and develop solutions to specific business problems and opportunities; Configure and maintain backups of the M365 environment Requirements Bachelor's degree in Computer Science, Software Engineering, or a related field. Minimum 3 - 5 + years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector. Proven track record of successfully resolving IT support issues. Experience with the basics of managing Microsoft 365 Tenants. Excellent verbal and written communication skills. Ability to convey technical information clearly and understandably. Dedication to providing exceptional customer service.Ability to empathize with end-users and understand the impact of technical issues on their work. Demonstrate commercial acumen and empathy by effectively managing business operations, and maintaining efficiency Additional Job Details: Set-up and Location: Onsite Work Schedule: 8:00 AM - 5:00 PM | 6:00 AM - 3 PM PH time Employment Type: Full Time All interviews and other hiring requirements are done virtually or through video calls or emails.

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