Sr IT Support Engineer (L2)

Q2 Solutions| Date Posted: 8-Apr-2019
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Job Nature:
Permanent
Position Level:
Experienced
Qualification:
Diploma, Bachelor's / Honours

Job Description

PURPOSE
Provide senior level Information Technology (IT) support to end users to restore service and/or identify and correct core
problem.
RESPONSIBILITIES

  • Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems.
  • Responsible for meeting specified service level standards.
  • Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
  • Delegate IT support tasks, provide training and advice to more junior team members.
  • Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures.
  • Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
  • Participate on global and regional project teams.
  • Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
  • Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
  • Research, implement, and maintain support technologies.
  • Perform other duties as required.

The ideal candidate should possess the following:

  1. Diploma/Degree in IT or related field, with at least 5 years of experience, providing on-site support to business/users.
  2. Demonstrate a good working knowledge of Microsoft applications/OS; basic network troubleshooting; office hardware 
  3. Good communication ability, and a team player.
Company Overview
Q2 Solutions