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Job Description
Structured overview of role & requirementsAbout This Role
Maintain and monitor clients' IT infrastructure by proactively identifying, investigating, and resolving technical incidents and problems in a managed services environment.
Manage work queues and ensure incidents and requests are addressed within agreed SLAs, updating tickets with detailed actions taken.
Collaborate with teams and clients to provide second-level support, execute changes with risk mitigation, contribute to incident ticket quality audits, and assist in disaster recovery functions.
Minimum Requirements
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. Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in second-level support and change management within IT managed services, comfortable working under pressure.
Skilled in effective communication across different cultures and social groups, with a client-first approach.
Ability to adapt to changing circumstances and work longer hours when necessary, with a mindset toward automation and process improvement.