MS Engineer L2- MS Windows

Overview

As a Cross Technology Managed Services Engineer (L2) you will maintain clients’ IT infrastructure by monitoring, resolving incidents, and executing changes with risk awareness.

What you'll do

• Proactively monitor systems and maintain smooth service operations.
• Identify, investigate, and resolve technical incidents and problems.
• Manage work queues, handling incidents and requests within agreed SLAs.
• Update tickets with actions taken and log issues to prevent escalation.
• Collaborate with other teams and clients to deliver second-level support.
• Execute changes and contribute to change management with documentation.
• Audit incident and request tickets for quality and recommend improvements.

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.
• Experience working with vendors and third parties.
• Ability to plan activities and projects under changing circumstances.
• Commitment to client-focused interactions and ensuring positive client experience.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

• Workplace type: Hybrid Working.