Cross Technology Managed Services Engineer (L2)

Overview

Cross Technology Managed Services Engineer (L2) responsible for maintaining clients' IT infrastructure and systems by proactively monitoring, investigating and resolving technical incidents and problems, providing second-level support.

What you'll do

• Proactively monitor, identify, investigate and resolve technical incidents and problems to restore services and ensure client satisfaction.
• Manage work queues and address incidents and requests within agreed SLAs, updating tickets with the actions taken.
• Identify, analyse and log issues before they escalate to maintain service quality.
• Collaborate with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
• Execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation.
• Audit incident and request tickets for quality and recommend improvements.
• Identify tasks for automation to enhance efficiency and work with automation teams.
• Handle client escalations with professionalism.
• Assist in disaster recovery functions and tests when necessary.
• Support L1 Engineers.
• Contribute to various projects and ensure all changes are approved.

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, taking changing circumstances into account.
• Ability to work longer hours when necessary and adapt to changing circumstances with ease.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
• Bachelor's degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.
• Ability to work longer hours when necessary.