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I T   S U P P O R T   S E R V I C E S   -    E N G I N E E R S   L E V E L   1 

IT Support Level 1

Server Engineering -  Skill Set, Responsibilities & Certifications

  • Microsoft Office Suite with skills in Windows operating systems and PC Hardware Maintenance & Support

  • Rack/stack, physical connection, labelling and smart hands with remote support (MTA certification) and break fix

  • Entry level with one year of experience. MTA certification (optional)


Network Engineering - Skill Set, Responsibilities & Certifications 

  • Setup, configuration, troubleshooting, and maintenance of all software and computer hardware

  • Basic configuration and troubleshooting of network switching and voice services

  • Collaboration with other IT Team members to maintain team functionality and effectiveness

  • Fulfilment of all requests for event IT support, document IT support functions and reporting of all event IT support tasks

  • Serving as a first-point-of-contact for all stakeholders during events as they experience technical issues

  • Experience in rack/stack, physical connection, and console access of devices as smart hands only

  • Entry level with one year of experience. CCNA certification

  • Experience in development, implementation and technical support


End-User Computing (EUC) - Skill Set, Responsibilities & Certifications 

  • Management of IT related inventory processes. This may include updating inventory database

  • Primary contact for hands on support with projectors, laptops, adapters and other similar equipment

  • Provision of facilities support including furniture/equipment moves and issuing keys, assisting with other departments

  • Supporting end users, assisting with desk side activities, including installation of IT equipment and asset management

  • Entry level with one year of experience. MCDST certification

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I T   S U P P O R T   S E R V I C E S   -    E N G I N E E R S   L E V E L   2

IT Support Level 2

Server Engineering -  Skill Set, Responsibilities & Certifications

  • Working knowledge of fundamental operations of relevant software, PC hardware, MS Office, and other systems

  • Comprehensive knowledge of server hardware and Microsoft Server Operating Systems

  • Multi-vendor hardware and network environments with understanding of IT processes and procedures

  • Customer service practices, customer service orientation, problem analysis and skill solving

  • Physical connection, labelling, configuration, troubleshooting with remote support (MTA & MCSA certification) and break fix

  • Intermediate or Experienced level with 2-3 years of experience with (MTA, MCSA and server+ (CompTIA)) certifications


Network Engineering - Skill Set, Responsibilities & Certifications 

  • Supporting, documenting, and optimizing our corporate internal network

  • Learn to build, configure and deploy the latest networking technologies

  • Knowledge of VPN client, site-to-site VPN, VMWare networking, voice systems, internet provider circuit connectivity

  • Knowledge of Juniper, Palo Alto, Meraki, Fortinet, Dell (networking), HP (networking), and/or Ubiquity

  • Knowledge of small standalone UPS devices would be beneficial

  • Standard Windows networking operations: route via different NICs, add a printer, iperf and Wireshark tools

  • Service validation, gateway support and troubleshooting network & security infrastructure on routers, switches and firewalls

  • Rack/stack, physical connection, console access &base configuration. Smart hands in advanced config. with remote team

  • Intermediate or Experienced level with 2-3 years of experience with CCNA/CCDA/CCNP certification

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End-User Computing (EUC) - Skill Set, Responsibilities & Certifications 

  • Execution of service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies and procedures

  • Coordination with end users on expectations and availability to conduct services

  • Performance of troubleshooting, parts replacement, system upgrades, and basic deployments and repair on client assets

  • Identification of potential issues that could adversely impact end-user experience and following through on action steps

  • Advanced tools/technical knowledge to remediate client problems and conduct scheduled installations

  • Provisioning of technical feedback on technical process issues to improve overall service delivery

  • Meeting client service level agreements/objectives and customer satisfaction goals

  • Escalation to lead according to client service management processes on issues that impact a client, end-user and/or entire operation

  • End user support and training, set-up/management of all Windows systems and network infrastructure

  • Basic installation and maintenance of technical products; follow up of predefined procedures and tasks in everyday activities

  • End user support and training, set-up/management of all Windows systems and network infrastructure

  • Troubleshooting of all systems-related issues, installing and configuring PC’s and peripheral devices, analytical and problem-solving

  • Intermediate or Experienced level with 2-3 years of experience with MCSE: Desktop Infrastructure certification

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I T   S U P P O R T   S E R V I C E S   -    E N G I N E E R S   L E V E L   3

IT Support Level 3

Server Engineering -  Skill Set, Responsibilities & Certifications

  • Support maintenance of Active Directory forests and support Exchange on premises and hybrid configurations

  • Performance of patching, documentation, and monitoring/alerting of the 365 and Azure environments

  • Troubleshooting issues that span hardware, software, network, and storage to identify root causes in a highly virtualized setting

  • Systems lifecycle: build, install, upgrade, maintenance, patching, monitoring/alerting, and documentation of server systems

  • Troubleshooting functionality and performance issues with Mitchell or 3rd-party software solutions

  • Follows established change management processes to safely implement changes

  • Participation in pre-scheduled off-hours data center maintenance activities and occasional off-hours escalations

  • Seamlessly work with system administrators, operations staff, proper handling of system alerts & responsibility for other tasks

  • Basic DNS management and maintenance

  • Provides smart hands-on rack/stack, base configuration, troubleshooting and solutions (MTA, MCSA and MCSE certification)

  • Senior, Executive Level, 3-5 years experience with (MSCE, CompTIA Server+, VMware Certified Professional) certifications


Network Engineering - Skill Set, Responsibilities & Certifications 

  • Network infrastructure global levels 2 and 3 support, with general network maintenance

  • Maintenance, monitoring &ongoing support of global Citco network (WAN and LAN at the data centers and remotely worldwide)

  • Network infrastructure capacity and health management, driving chronic problems to closure

  • Informed on new developments and products in our technology area and recommend implementation of new solutions

  • Coordinate the delivery of new circuits by telecom providers with decision-making skills

  • Exceptional troubleshooting skills within the network scope and outside of other technology areas in assistance of other IT groups

  • Mentor the junior members of the team to raise their skill level

  • Follow established processes, procedures and policies, and participate in the on-call support rotation

  • Follow established processes, procedures and policies, and participate in the on-call support rotation

  • Designing and implementing new network solutions and/or improving the efficiency of current networks

  • Installing, configuring & supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS & DHCP

  • Procuring network equipment and managing subcontractors involved with network installations

  • Configuring firewalls, routing and switching to maximize network efficiency and security

  • Investigating faults in the network and maximizing network performance through ongoing monitoring and troubleshooting

  • Arranging upgrades - updating network equipment to the latest firmware releases and reporting network status’ to stakeholders

  • Senior, Executive or Top-Level with 3-5 years of experience with CCIE certifications
     

End-User Computing (EUC) - Skill Set, Responsibilities & Certifications 

  • Expert knowledge in Windows 10, Windows Surface pro, tablets

  • Image deployment on laptops/desktop using SCCM

  • Knowledge in LAN technologies to provide advanced troubleshooting and escalation support. Excellent customer service skills

  • Knowledge on troubleshooting various software like Microsoft, hardware troubleshooting, OS troubleshooting, etc.

  • ITSM tools knowledge for change, incident, service requests, problem management, etc.

  • Ability to analyze and problem solve. Troubleshooting and configuration skills.

  • Knowledge of technical IT solutions and understanding of new systems and technologies

  • Troubleshooting and configuration of customer issues, performing server repairs, Office 365 / Azure AD architecture,

  • Office 365/Azure AD/MD ADS identity management / administration, Active Directory and core Windows services (DHCP/DNS)

  • Senior, Executive or Top-Level with 3-5 years of experience with (CompTIA A+ Certification &CompTIA Network+) certification

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