L2 Support Specialist & L3 Support Specialist

Kandidát je zkušený inženýr podpory L2, který na této pozici působí od roku 2020. V oblasti podpory působí od roku 2012. Na své současné pozici je zodpovědný za poskytování podpory koncovým uživatelům na místě, práci na IMACD, analýzu hardwarových a softwarových problémů, řešení problémů, konfiguraci a testování hardwaru a softwaru podle platných standardů, zajišťování, aby práce byla prováděna v rámci dohodnutých úrovní služeb (SLA), a mnoho dalšího. Má zkušenosti s platformami Windows i Mac, Linux a C/C++. V současné době také zastává pozici Team Leader, kde je zodpovědný za tým 4 lidí. Angličtina mu nedělá problém.

2020-present: 2nd Level support engineer (Team Lead since 2021). Responsibilities include maintaining ticket hygiene, meeting service level agreements, client on-boarding and off-boarding, maintaining accuracy of AMDB, completing projects in a timely manner, providing deskside support, troubleshooting hardware and software issues, and creating system support documentation.

2018-2020: Desktop Support Engineer. Responsibilities include network design, configuration, implementation, and support, root cause analysis for complex problems, coordination with engineers from other departments, troubleshooting network and user domain login issues, supporting MS O365, monitoring and maintaining MS O365, and administration of Microsoft Active Directory.

2014-2018: Desktop Support Engineer. Responsibilities include networking, installation, and maintenance services, MS-Outlook configuration and troubleshooting, IT support and end user support, supporting HP, DELL, and Lenovo laptops, performing preventative maintenance activities, resolving tickets, troubleshooting network connectivity, and installing and maintaining network services.

2012-2013: IT Support Engineer. Responsibilities include supporting users and network administrators, maintaining network infrastructure, providing support for Windows, Mac, and Linux issues, testing new hardware and software, assisting with installs and troubleshooting at client sites, managing data backup and retrieval, training staff, and ensuring computer hardware compliance with health and safety regulations.

Professional online training includes MCSA for Windows Server 2012 R2, active directory, Outlook, and Office365.

Education: Bachelor's degree in Information Technology and Systems Engineering from Czech University of Life Sciences - ČZU, Prague, Czech Republic. Coursework includes computer networks, web development, data structures and analysis, and operating systems.