Senior Systems Engineer - L3

Dijital Team designs and builds high performing IT teams, and we want you to join our team!

As an L3 Engineer, you'll play a crucial role in ensuring prompt resolution of critical and escalated technical issues across various service levels. Your responsibilities encompass providing action plans for high-priority tickets, participating in after-hours escalations, and adhering to ticket handling procedures.

Responsibilities:

• Provide actions plans on all P1, P2, Pre-ICU, ICU
• Complete tickets as per weekly average and adhere to ticket handling process.
• Attempt to provide first touch resolution (where possible) and work through issues onsite to resolve them.
• Work collaboratively with manager and the team back in the office to balance onsite and office work requirements.
• Engage client in friendly and professional manner.
• Attend customer sites to work through tickets that would benefit from an onsite presence (whether based on being practical or to enhance the relationship)
• Liaise with customers to discuss problems and educate them as required and adhere to company values (work as part of a team, reference Premier core values)
• Investigate and report root causes on all P1, P2, Pre-ICU, ICU, > 7 days and > 1-hour tickets, report back to Manager.
• Maintain, contribute to client Documentation (IT Glue) and Premier Documentation (Powerhouse)
• Identifying reoccurring trends and suggest recommendations, report back to Manager.
• Attend daily/weekly meetings.
• Completion of daily tech review and Log time as per weekly average
• Be part of the Afterhours escalation rotation.

To be successful in this role you will have;

• Minimum 2 years of experience in service desk operations.
• Proficiency in troubleshooting technical issues effectively, aiming for immediate or researched resolution.
• Experience in user onboarding/offboarding in Active Directory & O365 environments.
• Ability to manage user accounts, distribution/security groups, and mailbox permissions in O365.
• Familiarity with SharePoint permissions, MFA enforcement in O365, and basic Group Policy, DNS, and DHCP concepts.
• Capability to control Virtual Machines (start, stop, restart), manage resources, and administer Hyper V/Esxi environments.

We offer competitive remuneration and loads of team member benefits including professional development and continuing education, plus like to have fun while we are at it! If this sounds like you, click the Apply For this Job button now!