MS Engineer L2- Windows

Overview

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

What you'll do

• Manage work queues and address incidents and requests within agreed SLAs, updating tickets with actions taken.
• Identify, analyse and log issues before they escalate.
• Provide second-level support, collaborating with other teams and clients to resolve problems.
• Execute changes meticulously, understand and mitigate risks, and contribute detailed documentation to the change management process.
• Audit incident and request tickets for quality and recommend improvements.
• Identify tasks for automation to enhance efficiency.
• Handle client escalations with professionalism.
• Assist in disaster recovery functions and tests when necessary.
• Support L1 Engineers and work with automation teams.
• Contribute to projects, ensuring 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

• Location: Mumbai, India.
• Workplace type: Hybrid.