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Tier-1 employer, metro location, and common mid-level L2 managed-services role increase applicant competition.
Core infrastructure and incident-management skills transfer across industries, though ITIL and vendor experience add specificity.
Requires managed-services experience, ITIL/ServiceNow familiarity and vendor/change management, creating moderate hiring filters.
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Monitor, identify, investigate, and resolve technical incidents and problems for clients' IT infrastructure in a managed services environment.
Manage work queues to address incidents and requests within agreed SLAs, including ticket updates and escalation handling.
Execute and document changes with risk assessment, contribute to quality audits of tickets, recommend process improvements, and assist in disaster recovery functions.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow, and familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: On-site.
Experienced in cross-technology infrastructure support with proven ability to manage incidents end-to-end and work with multiple teams and vendors.
Capable of working under pressure and handling client escalations professionally while maintaining service quality.
Strong communicator comfortable with multicultural environments and able to adapt to changing circumstances and extended work hours when needed.