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Tier-1 brand, generalist managed-services role, and metro location increase qualified applicant density.
Windows managed-services skills are broadly transferable across industries and employers.
Moderate mandatory skills (ITIL, ServiceNow, vendor experience) but no strict years requirement.
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Monitor, identify, investigate, and resolve technical incidents and problems within managed services for cross-technology IT infrastructure.
Manage work queues, ensure incidents and requests are addressed within SLAs, update tickets with actions, and participate in change and disaster recovery management.
Collaborate with L1 engineers, automation teams, clients, and vendors to maintain service quality, handle escalations, and contribute to continuous improvement and automation efforts.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow; familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: Hybrid working.
Experienced in second-level technical support with a focus on cross-technology IT infrastructure maintenance and incident resolution.
Comfortable working in dynamic environments with changing priorities, including longer working hours when necessary.
Skilled at collaborating across teams and cultures, and committed to client satisfaction and service quality.