IT Infrastructure Support Specialist
hace 2 días
We are a leading technology services company that pushes the boundaries of what is possible. Our technical excellence and innovative spirit drive us to make a difference in our clients' lives and society.
Role OverviewThe Networking Managed Services Engineer (L2) is a developing engineering role within our team, responsible for delivering proactive managed services to clients. This includes monitoring, identifying, investigating, and resolving technical incidents and problems to ensure uninterrupted service delivery.
Key Responsibilities- Proactively monitor work queues to identify potential issues before they escalate.
- Perform operational tasks to resolve incidents/requests in a timely manner, adhering to agreed Service Level Agreements (SLAs).
- Update tickets with resolution details and capture relevant information for immediate resolution.
- Provide second-level support for incidents, requests, and identify root causes.
- Communicate with other teams and clients to extend support as needed.
- Execute changes with clear risk identification and mitigation plans.
- Follow shift handover processes, highlighting key tickets and upcoming critical tasks.
- Elevate tickets for CoE and management involvement when necessary.
- Work with automation teams to optimize effort and automate routine tasks.
- Coach Service Desk and L1 teams on technical and behavioral skills.
- Establish infrastructure monitoring and identify potential issues before they impact clients.
We are looking for a highly skilled and motivated individual with excellent technical knowledge and soft skills. The ideal candidate should possess:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment with multiple priorities.
- Familiarity with IT infrastructure and networking concepts.
- Proficiency in technical tools and software.
In addition to a competitive salary, we offer a comprehensive benefits package, including health insurance, retirement planning, and opportunities for professional growth and development.
LocationThis role is based in [location], with the opportunity to work remotely part-time.
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