Cross Technology Managed Services Engineer (Backup L2)

Overview

Cross Technology Managed Services Engineer (L2) responsible for maintaining clients’ IT infrastructure by monitoring and resolving technical incidents and problems.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Manage work queues and address incidents and requests within agreed SLAs.
• Restore services and update tickets with actions taken.
• Collaborate with other teams and clients to provide second-level support.
• Execute changes with risk mitigation and contribute to change management documentation.
• Audit incident and request tickets for quality; recommend improvements and automation tasks.
• Handle client escalations and assist with disaster recovery functions and tests when necessary.

What you'll need

• 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.
• Proficiency in planning activities and projects with changing circumstances.
• Ability to communicate effectively and work across different cultures and social groups.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.