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Senior Information Technology Support Engineer
2 months ago
Job Description
Responsibilities
Have a strong technical background, be innovative and agile, collaborate well in a team environment, and have very strong communication skills. Technical support for the 3 following services :
o Digital Workplace tools (such as Office 365, AD, Zoom, Workspace One… - non-exhaustive list) Patch & lifecycle management
o Identity Management & Security
o Provide technical support services for Asia and US timezone (shift required)- covering Incidents Management and Change Requests, based on tickets and change requests
2nd level log analysis and reporting
Troubleshoot and resolve incidents or escalate and follow-up with Level 3 or Third party partners
Identifying and analyse problems in order to help the identification of the root cause
Ensure that the solutions identified (procedures, KB, etc.) are formalized and, if possible, automatized
Support the implementation of change request
Support implementation of project based on the design as required
Pilot deployment and validation for patch deployment campaign
Provide training to the first level engineers (Knowledge transfer and documentation)
Make sure the Knowledge Base is up to date, and used for incident/problem resolution
