Cross Technology Managed Services Engineer (L2)

Maintain client IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.

Manage work queues and tickets ensuring incidents and requests are handled within SLAs, including updating ticket documentation and auditing for quality.

Collaborate with teams and clients for second-level support, execute changes with risk mitigation, assist in disaster recovery, and contribute to projects enhancing service efficiency.

Moderate-level experience in managed services roles handling cross-technology infrastructure.

Knowledge of ticketing tools, preferably ServiceNow.

Familiarity with ITIL processes and experience working with vendors and third parties.

Bachelor's degree in IT/Computing or equivalent work experience.

Experienced in cross-technology infrastructure managed services with capability to handle incident and change management rigorously.

Able to communicate effectively across different cultures and social groups, with professionalism in client escalations.

Adaptable to changing circumstances and able to work extended hours when needed, maintaining a positive outlook under pressure.