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Tier-1 brand, metro location, generalist L2 managed-services role with broad cross-technology skills.
Infrastructure managed-services skills transfer across industries but require ITIL and ticketing-specific experience.
Vague years but requires managed-services experience, ITIL, ServiceNow and vendor management, giving moderately strict filters.
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Own the proactive monitoring, incident and problem resolution, and maintenance of clients' IT infrastructure across multiple technologies.
Manage work queues and tickets with adherence to SLAs, including incident escalation and communication with clients and vendors.
Contribute to change management, audit tickets for quality, recommend automation initiatives, assist in disaster recovery functions, and support service optimization efforts.
Moderate-level experience in managed services handling cross-technology IT infrastructure.
Experience with ticketing tools, preferably ServiceNow.
Knowledge of ITIL processes and working with vendors and third parties.
Bachelor's degree in IT/Computing or equivalent experience.
Experienced with cross-technology infrastructure and able to manage multiple task queues effectively within SLAs.
Comfortable communicating across cultures and handling client escalations professionally.
Adaptable to changing circumstances, able to work longer hours when needed, and focused on client satisfaction.