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MS Services Engineer L2

Vorst START DATE: 2022-10-03 DEADLINE: 2022-09-30
We are looking for a MS Services Engineer L2 for one of our customers
start date: asap
end date: 31/03/2023 

Regime : 2 shiften + standby 
  • Full time: Yes
  • languages: NL+EN or FR+EN
  • Remote/onsite? minimal 3 days onsite per week (preference for more)
Monitor operational infrastructure
The MS – Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.

Identify problems and errors
The MS – Services Engineer (L2) proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.

Incident management
As required, the MS – Services Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket.  Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets.  Leads and manages all initial client escalation for operational issues.

Change management
Actively contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.

Shift handover
The MS – Services Engineer (L2) diligently completes the shift handover process by documenting all pending tasks (open tickets) to be completed in next shift and highlights any critical tasks to be focussed on, such as P1 tickets and requests or exceptions.

Knowledge management
The MS – Services Engineer (L2) will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles / work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.

Quality Management
The MS – Services Engineer (L2) Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute approved maintenance activities
Here's what we are looking for in candidates
  • IT degree or demonstrated equivalent work experience
  • Any of the following certifications.
    • Cisco Certified Network Associate R&S  - (CCNA)
    • Cisco Certified Network Professional R&S - (CCNP)
    • ITIL certification (nice to have)
  • Experience with F5 – Cisco ASA/Firepower – Fortinet (certification is a plus)
  • 5-8 years of relevant managed services experience
  • Strong client service orientation and passion for achieving or exceeding expectations
Excellent written and verbal communication skills in English and Dutch. French is considered a plus.