L2 Support Specialist & L3 Support Specialist

Der Kandidat ist ein erfahrener L2-Supportingenieur, der seit 2020 in dieser Position tätig ist. Er ist seit 2012 im Bereich Support tätig. In seiner derzeitigen Position ist er für den Vor-Ort-Support für Endbenutzer, die Arbeit an IMACD, die Analyse von Hardware- und Softwareproblemen, die Fehlerbehebung, die Konfiguration und das Testen von Hard- und Software nach geltenden Standards, die Sicherstellung der Arbeit innerhalb der vereinbarten Service-Levels (SLAs) und vieles mehr verantwortlich. Er hat Erfahrung mit Windows- und Mac-Plattformen, Linux und C/C++. Zurzeit ist er außerdem Teamleiter eines 4-köpfigen Teams, wobei Englisch für ihn kein Problem darstellt.

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.