System and Network Engineer Tier 3/2

System and Network Engineer (Tier 3)


Job Summary


In this role, you will provide an effective diagnostic evaluation of Customers needs and in all cases use good judgment and timeliness in responding to and resolving each issue/ request to the customers satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolve technical problems, timely response to telephone calls, email, and personnel requests for technical support. The position also required accurate documentation and tracking and monitoring the problem to ensure a timely resolution. Support and demonstration of the REST SOLUTIONS values and expectations for customer support and satisfaction are fundamental to this role.

Duties and Responsibilities


Define the System & Network architecture and implement it using the best IT practices.
Monitor the IT infrastructure (servers, storage, network, etc.) and application using different monitoring tools.
Manage incident/ request assigned to the Tier 3 support team.
Determine the most effective manner to resolve the clients technical issues. Engage in research and in-depth troubleshooting to resolve technical issues.
Document customers and problem information in the ticketing system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
Verify suggested solutions, and effectively resolve the customers issues through verbal or email follow-up. Share it with Tier 1 support.
Do project management.
Write documentation.
Be on-call if an escalation is needed during the night, weekends and holidays.
Possible business trip to implement an infrastructure on-premise.
Other similar ad hoc tasks.
Keep knowledgeable of methods, techniques, and skills required in your own job and related functions, remaining current on new developments affecting the work activities.