Second Line Support Engineer by e51r8Xi


									Role Title:   Second Line Support Engineer                                                                                                  Author:      Mark Dean
   Brief     The Technical Support teams provide a key function to supporting the services our Service Desk; monitoring
Overview and field teams deliver to our customers. This position demands excellent all round communication, with the                                     4/8/2009
of the role: ability to improvise and ensure that the customer feels supported throughout difficult incidents.

Accountabilities (include % of time ):                                                                                                   Knowledge & Key Skills

Responsible for providing incident resolution of customer incidents escalated to the team. Wprking in                                    Experience commissioning, support and configuration of common Microsoft
conjunction with the teams and people in our group but more importantly applying our own OLA and                                         server side platforms, preferable holding an MCSE or equivalent in one of the
                                                                                                                         80%             common Microsoft Server platforms.
processes and usign all the tools and technology at our disposal not only to provide incident resolution but
equally to identify problems and root cause.
                                                                                                                                         Experience of working with MS Exchange, administration and support and
                                                                                                                                         recovery; To the level of data store manipulation, mounting, restore etc….

                                                                                                                                         Experience of working with Citrix and CAG at administrator level.

                                                                                                                                         Proven capability of problem management and present examples if the ability to
Have the capability to provide system management reporting and take incident data, problem asessment,                                    identify repeat fails and work towards root cause analysis, therefore reducing the
system peformabnce indicators and identify trends, problems and derive recommendations from there and                    5%              number of fails over time. The applicant should be comfortable leading others in
apply them to our customers solutions.                                                                                                   this process.

                                                                                                                                         The person should be able to demonstrate strong documentation skills and the
                                                                                                                                         ability to share knowledge and experience effectively with colleagues.

                                                                                                                                         Knowledge and experience working with HP OpenView, preferably at
Have the ability to identify serious issues and more importantly identify a course of action to minimise or                              administrator level.
eradicate the possibility of these impacting on our customer systems availibility. People who are prepared to            5%              Experience of or training in VMware technology. Preferably the ability to create
do the minimum and not prepared to go the extra 20% need not apply.                                                                      and manage VM’s.
                                                                                                                                         Experience of or training in DoubleTake.
                                                                                                                                         Experience of or training in Data Protector
                                                                                                                                         Experience of or training in Backup Exec.
Work to a strucutured OLA and apply effort after effort to maintain a managed call backlog in line with our
                                                                                                                         10%             Working knowledge and configuration knowledge of Cisco communications and
OLA - only managed and updated calls should exist in our system.
                                                                                                                                         firewall devices.

Critical Success Factors                                                                                                 % of time.      Contact                                    Purpose
As well as being a point of technical escalation this position will also act as incident and
problem managers and ensure that appropriate resources and focus is placed on operational
incidents.                                                                                                                                                                          Improve future issues and overall
                                                                                                         Internal        25%             Peers and Colleagues
At times being required to attend customers’ sites you should be equally at home working                                                                                            business knowledge
remotely, face to face in front of customers and influencing internal teams to deliver required
resources and results.
The incumbent of this role MUST be perceived as a leader by the Service Desk Team and
wider support areas as well as carry a certain amount of respect among the Management                                                                                               Ensure that service is given and
Team in order to influence process and progress.                                                         External
                                                                                                                         75%             Customers                                  customer feels like their issue is being

FACE Role Management                                                                                                                                                                              Data Centre
Specific                                                                                                                                                                            Reports to:
          & Leadership                                                                                                                                                                            Manager
FACE          Being         Engergised     Habitual Dev of   Accountable     Value Add    Innovation &   Open            Understanding   Relationship    Strategic
BEHAVIOUR     Commercial    Commitment &   Self & Others     Decision Making Customer     Change         Communication   the Market      Collaboration   Alignment
Profile                     Drive                                            Excellence                  & Impact
Essential   Detail

Examples 1
Measurement   Success criteria Result

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