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Tier-1 employer, mid-level generalist role in metro with broad cross-technology requirements.
Requires enterprise managed-services, multi-domain infrastructure and escalation experience, limiting cross-industry transferability.
Requires advanced multi-domain infrastructure experience, ServiceNow familiarity, and vendor/change management experience.
Manage and resolve escalated technical incidents across two or more domains such as Cloud, Security, Networking, Applications, or Collaboration, ensuring operational continuity and adherence to SLAs.
Provide fourth-line support by investigating complex issues unresolved by lower-level teams, documenting solutions, and sharing knowledge to empower others.
Participate in change implementation tracking, emergency support for critical issues, project support including data storage optimization and disaster recovery, and drive process improvements for automation and efficiency.
Bachelor's degree in IT/Computing or equivalent work experience.
Advanced Managed Services experience supporting complex cross-technology infrastructure.
Experience working across multiple technology domains such as Cloud, Security, Networking, Applications, or Collaboration.
Familiarity with ticketing tools like ServiceNow and vendor management experience.
Demonstrated ability to handle complex, cross-technology technical issues at a fourth-line support level with ownership of escalated incident resolution.
Strong change management skills with capacity to plan, execute and mitigate risks during changes in managed services environments.
Effective communicator able to interact across cultures and with clients to ensure positive client journeys and collaborate with diverse teams in a hybrid workplace setting.