L2 Support Specialist & L3 Support Specialist

The candidate is a skilled L2 Support Engineer who has been in this position since 2020. He has been in the Support field since 2012. In his current position, he is responsible for providing onsite support to end users, working on IMACD, analyzing hardware and software issues, troubleshooting, configure and test hardware and software to applicable standards, ensuring that work is performed within agreed service levels (SLAs) and much more. He has experience with both Windows and Mac platforms, Linux and C/C++. He also currently holds the position of Team Leader, where he is responsible for a team of 4. English language is not a problem for him.

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.