Level 2 Infrastructure Engineer
Technical Services Engineer at L2 level to provide support to customers, both from our offices and at customer premises, to resolve IT problems across multiple technology areas including hypervisor, storage, compute and backups. Key Responsibilities: • Manage tickets logged in our IT Service Management System (Connectwise) and prioritise these in relation to the set SLA agreement in place with the customer, the risk and approximate amount of time required for the ticket. • Liaise directly with the customer to resolve issues • Investigate the problem whilst keeping in contact with the customer and logging notes in the system • Engage with Telefónica Tech and/or client partners to resolve issues In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post. Due to the nature of the clients the role will be supporting the candidate must hold or be willing to undergo SC and NPPV3 process for clearance.