Job Description
The L2 Smart Hands Engineer is a critical technical resource, providing advanced support and
problem-solving capabilities for complex IT issues. They are instrumental in maintaining the
integrity and efficiency of on-site IT operations, ensuring minimal downtime and optimal
performance.
Key Responsibilities
Advanced Technical Support: Offer second-level technical support for complex hardware,
software, server and network issues that require in-depth analysis and resolution.
Incident Management: Manage and resolve incidents, ensuring adherence to SLAs and
providing timely communication to stakeholders.
Project Support: Assist with IT projects, including installations, migrations, and upgrades,
ensuring successful completion within project timelines.
Vendor Coordination: Collaborate with external vendors and service providers to resolve
technical issues and maintain service level agreements.
Documentation: Maintain accurate documentation for system configurations, changes,
and incident reports.
Training and Development: Provide training and support to L1 engineers and end-users,
fostering a culture of continuous learning and improvement.
Reporting and Governance: Prepare operational reports and participate in governance
forums to review service performance and identify areas for improvement.
Requirements
A minimum of 4 years of experience in IT support, with a strong focus on on-site technical
support.
In-depth knowledge of IT infrastructure, including hardware, software, and networking
systems.
Experience on Server OS and technologies like Windows, CentOS, Ubuntu, SUSE, RHEL,
HPUX, AIX, VMware ESX, Hyper-V
Experience on Storage and Backup technologies like NetApp, IBM SVC, HP-3Par, IBM
v5000, Veritas & Acronis
Experience on Network and voice solutions like Cisco and VMWare
Excellent problem-solving skills and the ability to work under pressure.
Strong communication skills, with the ability to effectively interact with team members
and stakeholders.
Relevant technical certifications and ongoing professional development.
A commitment to delivering high-quality support and driving continuous service
