Support Engineer 2nd line
Softline Brasil
Buenos Aires, Argentina
hace 23 mins


Now we’re looking for a Support Engineer 2nd line to bring Supports. You’ll be a part of our Global SDC Team.

What you’ll be doing your responsibilities

  • Provide second line support to customer users, analyze problems, and offer solutions to issues that cannot be addressed by tier 1(L1 engineer)
  • Respond & Resolves all L2 issues / incidents / tasks for Customers either escalated from L1 support or end user via email, phone, or SM tool.
  • Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
  • Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
  • Establish a good working relationship with the customers and 3rd parties.
  • Work on Trend Analysis and Problem management
  • Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and documented to KBDB.
  • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
  • Technically Groom L1 Resources to L2 Level
  • Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems
  • Skills required for the role

  • Bachelor’s degree in Information Technology, Computer Science, or a similar field.
  • M365 : Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.
  • EMS : ATP, AADP, AIP, MCAS, MDATP (basic knowledge).
  • MS Azure (IaaS & PaaS)
  • Certifications : Microsoft 365, Microsoft Azure (at least two)
  • Additional (advantage) : SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server;
  • Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V

  • Knowledge of working for a Managed Service Provider
  • Teamworking skills and a collaborative approach to work.
  • Ability to multitask and prioritize your workload.
  • Languages : English (required), Portuguese (optional).
  • Availability to work rotating monthly shifts.
  • Experience you would be expected to have

  • Minimum of 2 years proven experience working in a 2nd line position
  • Reportar esta oferta

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación