Senior Technical Specialist - MS Network

Overview

Cross Technology Managed Services Engineer (L4) responsible for keeping clients' IT infrastructure and systems operational by managing and resolving escalated technical incidents across two or more technology domains.

What you'll do

• Review client requests and tickets and provide immediate and permanent resolutions while meeting SLAs.
• Provide fourth-line support for complex issues that lower-level teams could not resolve.
• Investigate issues in advance, document solutions, and share insights to empower other engineers.
• Participate in change implementation tracking and deliver contracted Managed Services outcomes to clients promptly.
• Communicate effectively with other teams and clients.
• Act as an emergency support contact for critical client and business-impacting issues.
• Contribute to and support project work as needed, including optimizing data storage and implementing disaster recovery functions.
• Continuously update and improve processes to drive automation and efficiency.

What you'll need

• Deep technical skills in relevant functions and a passion for exceeding client expectations.
• Advanced Managed Services experience handling complex cross-technology infrastructure.
• Familiarity with ticketing tools such as ServiceNow.
• Extensive vendor management experience.
• Advanced experience in multiple technology domains and an understanding of IT industry standards and emerging trends.
• Excellent change management skills, capable of planning and executing changes with clear risk identification and mitigation.
• Proficiency in listening techniques and client-focused interaction to ensure a positive client journey.
• Ability to communicate and work effectively across different cultures and social groups.
• Resilience under pressure and a positive outlook at work.
• A bachelor's degree in IT/Computing or equivalent work experience.

Details

• Workplace type: On-site.