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L2 Solution Support

L2 Solution Support

Job Title: L2 Solution Support
Contract Type: Permanent
Location: Mauritius
Industry:
Salary: Attractive
Reference: 2865
Contact Name: Neeshta Hurreeram
Job Published: September 11, 2017 08:09

Job Description

One of the leading telecommunication companies integrating the complexity of international communications, freeing customers to focus on their strategic initiatives to drive their business is looking for L2 Solution Support Engineers. The job will be to analyze and troubleshoot complex incidents raised by customers (reactive incident management) or by monitoring activities (pro-active incident management) or referred to by Key Skills / Senior Key Skills and/or activate expert L2 teams (Security, Backup, Infra, and System) / L3 Engineering teams in various countries for incident resolution.

Main responsibilities and Required Skills:

Change Management:

  • Request fulfillment on standard/complex changes
  • Patch management (updates and configuration; scripting & automation) of a multi-tier Cloud infrastructure.
  • Routine system administration tasks such as user and service management, permissions, log
  • analysis and other relevant activities
  • Liaising with clients as a main point of contact/support for essential changes to their systems.

Incident Management:

  • Troubleshoot and resolve incidents escalated from other teams
  • Restore service as quickly as possible following a service outage-type Incident
  • Escalate other teams on Incidents with the relevant investigation
  • As appropriate, gather data and lay groundwork for Root Cause Analysis

Knowledgebase Consolidation:

  • Maintains technical procedures and System Administration documents
  • Support and train the level 1 team on proactive incident resolution
  • Reporting and Communication
  • Provide Reporting on operational issues to Team Leader
  • Provide ad-hoc reports and participate in technical debriefs
  • Knowledge and abilities:
  • Bilingual – English & French written and spoken
  • IT Proficient: Networking, Linux, VMWare, Windows, Net Backup

Knowledge:

  • Information Technology
  • Systems Administration on Virtualized environments
  • Process and Standards and ITIL
  • Incident and Change Management handling process
  • Customer relationship management

Abilities:

  • Exemplary time management, organizational and communication skills.
  • Proactive, self-motivated and determined attitude.
  • Ability to work under pressure and to multi-task.
  • Good interpersonal, team bonding and leadership skills.
  • Good IT/communications background and problem solving skills.
  • Flexibility relative to working hours

Experience:

  • Minimum 2 years’ experience in a production environment  including virtualization or system administration or IT Infrastructure related experience

Job skills and certifications:

  • Technical skills on various platforms
  • Excellent language skills (English and French), spoken and written
  • Communication and knowledge of ITIL

 

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