Beschreibung
Role Description for Services Engineer (L2)Position: Services Engineer (L2)
Start Date Required: as soon as possible
Location: Prague, Czech Republic
Overview
The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and
systems remain operational through proactively monitoring, identifying, investigating and resolving technical
incidents and problems and to restore service to clients by managing incidents to resolution. Their primary
objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve
them without breaching service level agreement (SLA). The Services Engineer (L2) focuses on
second line support for incidents and requests with medium to high level of complexity.
Stakeholder engagement
Internal: engage with internal Service desk and L1 services engineering team for any support
related issues, provide assistance, instructions and general direction to L1 engineers and
manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for
all such engagements. Provide updates to cross functional services or client advocacy on
incidents / tickets that require their attention
External: proactively act as first-line technical support for clients (including the analysis,
assignment and escalation thereof).
Skills and attributes
Managed Services:
Identifies and resolves technical problems and fulfils requests following agreed procedures. Uses technical
knowledge along with standard tools to diagnose, troubleshoot and resolve incidents. Plans and carries out
agreed maintenance and proactive tasks and fulfils requests as required. Works with L1 and L3
engineering teams for changes, capacity, continual service improvement, identifying opportunities to
increase efficiencies.
Service Level Management:
Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the
resolution of incidents or completion of requests within agreed SLAs. Monitors work queues (for example:
Incident, Request, Problem) to ensure tasks are completed within agreed SLA. Tracks work queues and
escalates to Team / Tech Leads for any possible SLA breaches.
Incident Management:
Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose
and resolve incidents and requests. Interacts with client to gather additional info to enable faster
resolutions of incidents / requests. Actively analyses incidents / requests to produce knowledge articles
enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time
resolutions. Actively contributes and works with automation teams for effort optimizations and automating
routine tasks.
Configuration Management:
Applies tools, techniques and processes to track, log, report on and correct configuration items,
components and changes. Identifies root cause of non-compliant configuration items and takes ownership
to remediate. Also ensure no unauthorised changes are executed on the CI.
Problem Management:
Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix.
Actively contributes to the problem management process and takes ownership for problem tickets assigned
to him / her. Engages and work with L3 engineering team for appropriate decisions and work for
implementation of the necessary corrective and preventive actions
Teamwork:
Actively collaborates with local and global teams for effective working. Adapts to global work culture and
coaches junior team members and also L1 engineers and Service Desk teams. Actively networks with
CoEs and cross functional teams. Participates in all team events and organisation initiatives.
Responsibilities
Monitor operational infrastructure
The 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 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 functions to
expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.
Incident management
As required, the 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 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 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 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
Education required
• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) • 13-15 years of education
Certifications
• ITIL certification • At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for • Windows Server Data Center CoE (Add MCS and MCSfM certs in this section) • Good to have scripting knowledge such as Python, PERL • Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills. • Cisco Certified Network Associate - Routing and Switching (CCNA-R/S) • Cisco Certified Network Associate - Wireless (CCNA-WL) • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) • Cisco Certified Network Associate - Security (CCNA-SEC) • Juniper Certifications • Meraki Certifications • MCSA, MCSE, RHEL, VCP • MS-IIS Server • Citrix Metaframe • Cisco Certified Network Associate - Data Center (CCNA-DC) • Cisco Certified Network Associate - Video (CCNA-VID) • Cisco Certified Network Associate - Voice (CCNA-V)
Any of the above certifications is a plus. The Services Engineer (L2) is expected to gain certifications
relevant to services supported. Certifications carry additional weightage on candidate’s qualification for the
role.
Work experience required
• 5-8 years of relevant managed services experience • Must possess essential and operational knowledge in ticketing tools preferably Service Now. • Strong client service orientation and passion for achieving or exceeding expectations • Excellent written and verbal communication skills