Level 2 Support Engineer

Damco Solutions ,
Wokingham, Berkshire
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Company Description Damco provides leading-edge IT services, outsourcing and business solutions to organizations worldwide enhancing business certainty, competitive advantage and innovation. For around two decades, Damco Solutions is helping enterprises to stay steadfast in a volatile business environment through its comprehensive portfolio of IT and IT-enabled services with a distinct focus on offshore software development, application management, product engineering, BPO and mobility services. Started as an offshore software development company, today Damco has established footprints in global markets with technology partnerships, worldwide customers and company marketing & sales offices. Damco capabilities have successfully extended to dedicated practice assemblies for Microsoft Dynamics, Mobilization, Cloud Computing and for Insurance and Publishing Industries. Job Description Description of Role: The Level 2 Support Engineer will be educated to a high calibre and of an experienced technical level, demonstrating an exceptionally high level of passion and enthusiasm for technology and attention to detail. The role will require support and troubleshooting of VDI solutions and supporting technologies. Self-motivated. Ability to work under pressure both within a team and as an individual. Excels within a multi-tasking environment. Co-operative and flexible team player. Excellent communication skills, both verbally and written. Excellent customer liaison skills, exhibiting tact and diplomacy. Excellent time management. Responsibilities : Troubleshooting Incidents and Problems raised on the Service Desk at all levels. Ensuring customers and 3rd parties are kept up to date. Proactive ownership of Incidents and Problems Providing and documenting resolution fixes. Share knowledge and assist in development of Technical skillsets and processes. Technical Skills & Experience: Previous experience in a Service Desk \ Technical Support environment, preferably with Managed Services experience. Excellent troubleshooting skills and methodology. A logical approach to fault finding and root cause analysis Understanding of ITIL methodology particularly Incident, Problem and Change Use of troubleshooting tools such as Resource Monitor, Process Monitor, Citrix EdgeSight, Microsoft SCOM, Wireshark etc. Minimum CCA in XenDesktop 7 and/or XenApp 7.5 A good knowledge of the following technologies is essential: Microsoft Windows Server 2003, 2008, 2008 R2 Microsoft Windows XP, 7 Citrix XenApp 4.x/5.x/6.x Citrix XenDesktop 4.x/5.x Active Directory and Group Policy DNS and DHCP Microsoft Terminal Services/Remote Desktop Services An understanding of the following is required: Microsoft profiles types Basic networking principles Basic SAN/iSCSI knowledge Qualifications Beneficial Experience: Experience in the following would be beneficial: AppSense Environment Manager/Desktop Now Citrix User Profile Manager Citrix Provisioning Services (desirable) Microsoft Hyper-V Citrix XenServer (desirable) VMware ESX/vSphere Microsoft App-V (desirable) Microsoft Windows 2012/8 Citrix NetScaler/Access Gateway Cisco technologies Microsoft System Centre, especially SCOM and SCCM Lakeside SysTrack Qualifications: Beneficial Experience: Experience in the following would be beneficial: AppSense Environment Manager/Desktop Now Citrix User Profile Manager Citrix Provisioning Services (desirable) Microsoft Hyper-V Citrix XenServer (desirable) VMware ESX/vSphere Microsoft App-V (desirable) Microsoft Windows 2012/8 Citrix NetScaler/Access Gateway Cisco technologies Microsoft System Centre, especially SCOM and SCCM Lakeside SysTrack Responsibilities: Description of Role: The Level 2 Support Engineer will be educated to a high calibre and of an experienced technical level, demonstrating an exceptionally high level of passion and enthusiasm for technology and attention to detail. The role will require support and troubleshooting of VDI solutions and supporting technologies. Self-motivated. Ability to work under pressure both within a team and as an individual. Excels within a multi-tasking environment. Co-operative and flexible team player. Excellent communication skills, both verbally and written. Excellent customer liaison skills, exhibiting tact and diplomacy. Excellent time management. Responsibilities: Troubleshooting Incidents and Problems raised on the Service Desk at all levels. Ensuring customers and 3rd parties are kept up to date. Proactive ownership of Incidents and Problems Providing and documenting resolution fixes. Share knowledge and assist in development of Technical skillsets and processes. Technical Skills & Experience: Previous experience in a Service Desk \ Technical Support environment, preferably with Managed Services experience. Excellent troubleshooting skills and methodology. A logical approach to fault finding and root cause analysis Understanding of ITIL methodology particularly Incident, Problem and Change Use of troubleshooting too

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