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Harbor Solutions
Level 2 Service Management Centre Engineer

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    Tech Stack / Изисквания

    Who we are

    Harbor Solutions are a service driven business, we provide a consultant led transformational service – specifically public cloud and data protection. We work closely with our integrated strategic partners to enhance their existing offerings. We offer our expert interaction throughout the lifecycle, world class service management and effective insight into what our customers and partners think, feel and believe.

    What’s the role?

    Level 2 SMC Support Engineer.
    Our Service Management Centre is the first point of contact our Customers have with the Support Organisation. We Report, Log, Manage and Troubleshoot Service Solutions. The Level 2 Team needs to be capable of performing all Level 1 Tasks, as well as have a more in-depth understanding of the Technical Solution and Application. The role communicates with both internal and External Technical Teams. This role reports to the SMC Manager.

    What you’ll be doing

    • Act as a technical escalation contact point for the Level 1 support team
    • Troubleshoot basic and complex issues
    • Review Application Logs
    • Escalate issues to vendors
    • Communicate with customers and partners
    • Understand and Communicate Service Descriptions
    • Update and patch Applications
    • Implement Change Requests (basic and complex)
    • Implement Service Requests (including Client Data Restores)
    • Approve Technical Changes
    • Configure and maintain Monitoring and Alerting tools
    • Complete Technical Documentation
    • Maintain Application Admin Certification
    • Application Admin (DRUVA/Zerto/Rubrik)
    • Manage Tech Escalation into Engineering/Level 3 support team

    Occasionally helps Level 1 colleagues with the following tasks:

    • Call Logging (IN/CH/SR)
    • Call Allocation
    • Ticket updates
    • First Line triage
    • Responding to Incoming emails (and Calls)
    • First Line Fix
    • Implement ‘basic’ Changes
    • Daily Checks
    • Monitoring Logic Monitor
    • Action LM Alerts
    • Monitoring of Application mailboxes
    • Processing Service Requests
    • Check Sophos Alerts
    • Validate daily/weekly Reports
    • Create reports internal/external as required
    • Basic Application Admin (DRUVA/Zerto/CV/Rubrik)
    • Customer updates IN/SR
    • Understanding of SD’s
    • First Line Knowledge of Application(s)

    About you

    Core competencies:

    This role is suitable for applicants with strong technical background and previous Level 2 Support experience in the area of IT Services. The Level 2 Engineer will have direct exposure to B2B clients, hence they should be able to liaise with technical and business stakeholders alike.

    Some knowledge or understanding of the following:

    • VMware (vCenter, ESX, VDS and NSX)
    • Public Cloud (Azure, AWS)
    • Disaster Recovery Solutions (Zerto, Commvault)
    • Backup Technologies (Rubrik, Commvault, NetBackup)
    • 0365, Sharepoint Online
    • Scripting and automation skills (Powershell)
    • Documentation skills
    • Understanding and awareness of ITIL Process
    • Understand how to troubleshoot problems from end-to-end
    • Ability to interpret monitoring tools (LogicMonitor) and troubleshoot in a methodological way