1 - 2 Years

L2 IT Support Engineer

Job title: L2 IT Support Engineer
Work Location: Mauritius
Experience: 2+ years


Roles and Responsibilities: 

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process,
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position
  • Manage IT hardware and Software asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
  • Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts.
  • Manage a team of IT Asset Analysts.
  • Plan and implement IT hardware asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for IT hardware acquisition.
  • Serve as IT hardware & Software asset management subject matter expert.
  • Optimize usage and cost of IT hardware deployments.
  • Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
  • Guide IT asset associate in the daily administration of the asset management activities.
  • Monitor software licenses to ensure they comply with license agreements and usage standards.


Desired Profile: 

  • 2 years of End uses computing / desktop support experiences.
  • Basic knowledge of Active Directory, DHCP, DNS, Azure Active Directory
  • Basic networking like MPLS, Internet, Router & Switch & troubleshooting skills of wifi, LAN connectivity etc
  • Fair knowledge on Office 365, MS Outlook troubleshooting
  • Knowledge on Printers, VPN, Software installation, Desktop imaging
  • Must have experience in managing 100+ users physically at locations and associated with desktop support
  • Must have basic documentation skills and proficient in Excel and in reporting as well


Required Skills & Desired Skills :

EUC / End users computing support, Deskside support, Windows 10 working knowledge, VPN, Antivirus client installation, Desktop troubleshooting, Office 365 knowledge, Basic knowledge of Active Directory, Proxy, DHCP, DNS, LAN, WAN, Wifi etc. Working knowledge to manage IT inventory / assets etc.


L1 Security Support Engineer – Poland

Job Title: L1 Security Support Engineer
Work Location: Poland (remote)
Experience: 1 year


Roles and Responsibilities:

  • Troubleshoot all Level 1 support from the Global Clients.
  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the installation and deployment of Cyberesponse products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify, document, and find solutions for customer issues and product problems.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to the client always


Required Skills & Desired Skills                                        

  • Experience in networking support environment.
  • Strong IP networking knowledge and skillset (Cisco CCNA/CCNP or equivalent experience will be welcome).
  • Good knowledge in Bridging and Switching Concepts, LAN Technologies.
  • Good Knowledge of Routing concepts, with Good knowledge in Routing Protocols like OSPF, EIGRP, BGP (BGP would be a big plus).
  • Experience with Linux/UNIX Operating Systems.
  • Experience with deployments on both copper DSLAMs and fibre GPON access systems would be an asset.
  • Fluent English is a must

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