Senior Engineer - MS, Wintel

Overview

Cross Technology Managed Services Engineer (L2) responsible for maintaining clients’ IT infrastructure by monitoring, troubleshooting, and restoring services.

What you'll do

• Proactively monitor, identify, investigate, and resolve technical incidents and problems.
• Manage work queues and handle incidents and requests within agreed SLAs.
• Update tickets with actions taken and log/record issues before they escalate.
• Collaborate with other teams and clients to provide second-level support.
• Execute changes with risk understanding/mitigation and contribute to change management with documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify 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 work longer hours when necessary and adapt to changing circumstances.
• Proven ability to communicate effectively across different cultures and social groups.
• Bachelor’s degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.