remote
2nd Line IT Support Engineer - Global 4 Communications
Systems Engineer
Provide 2nd line technical support for Windows, networking and cloud services, handling escalated tickets, troubleshooting complex issues, and liaising with vendors to ensure rapid resolution.
About the role
Key Responsibilities
- Investigate and resolve escalated incidents related to Windows Server, Active Directory, Office 365, and network connectivity.
- Perform remote diagnostics using tools such as Remote Desktop, PowerShell scripts, and VPN clients.
- Collaborate with 1st line teams to ensure smooth ticket handover and maintain accurate documentation in the ticketing system.
- Coordinate with external vendors and service providers for advanced troubleshooting and hardware replacement.
- Identify recurring problems, propose process improvements, and contribute to knowledge‑base articles.
Requirements
- Proven experience in 2nd line IT support or similar role, preferably within a telecom or managed services environment.
- Strong knowledge of Windows Server, Active Directory, Office 365 administration, and networking fundamentals (TCP/IP, DNS, VPN).
- Hands‑on scripting ability with PowerShell for automation and troubleshooting.
- Familiarity with ticketing platforms (e.g., ServiceNow, JIRA) and ITIL‑based incident management.
- Excellent communication skills and the ability to work independently while supporting a busy 1st line team.
Skills
windows serveractive directory