Dilhan S

L2 IT Operations Engineer - Tessenderlo Group (Service Management Office)

Private • Tiempo completo

Jun 2023 - Present • 3 yrs 4 mos

As an L2 IT Operations Engineer, I support enterprise IT operations by handling escalated incidents, service requests and change requests within an ITSM environment. My work includes TOPdesk follow-up, endpoint support, access management, onboarding/offboarding processes, technical troubleshooting, documentation, and coordination with infrastructure, hosting, network, security and application teams. I also contribute to SOPs, knowledge base content, operational process improvement and ICT project support. My current focus is to keep growing from L2 IT operations toward System Administrator and Cloud Administrator responsibilities.

L2 VIP Support Engineer & Escalation Coordinator

European Commission 🇪🇺 • Tiempo completo

Jul 2021 - Jun 2023 • 1 yr 11 mos

Provided escalated L2 technical support and coordinated complex incident management for VIP users and executives in a high-demand institutional environment. Acted as the primary escalation point, ensuring strict SLA alignment and stepping in after initial triage to resolve advanced infrastructure and endpoint issues. My technical responsibilities included: 🔹 Secure Access & Networking: Managed complex access environments utilizing Cisco AnyConnect VPN, RSA SecurID, and AirWatch/MDM. 🔹 Infrastructure & Workspace: Administered Active Directory accounts, Exchange mailboxes, and enterprise endpoint configurations. 🔹 Endpoint Management: Utilized SCCM for advanced remote troubleshooting, software deployments, and McAfee encryption recovery. As an Escalation Coordinator, I guided team members through advanced technical challenges, prioritized critical tasks, and engineered comprehensive operational documentation (SOPs) to bridge the gap between frontend support and backend infrastructure teams.

2nd Line Service Operations Specialist

Canon • Tiempo completo

Feb 2019 - Jul 2021 • 2 yrs 5 mos

Managed advanced IT service requests, user account governance, and access rights in a multilingual environment (French, English, Spanish). Executed technical analysis and remote troubleshooting for escalated tickets before routing to specialized L3 infrastructure teams. Supported Microsoft Office administration, Active Directory account/group management, remote access configurations.