Description

In this role, you will ensure clients' IT systems run smoothly by resolving technical issues, providing second-line support, and collaborating with teams on automation and operational tasks. Your day will involve monitoring requests, managing escalations, and contributing to project work.

Requirements

• •Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls
• •Technical certification in relevant technologies
• •Strong planning skills
• •Adaptability and resilience
• •Effective communication across cultures
• •Proficiency in active listening and client-centric communication
• •Positive outlook and ability to work under pressure
• •Client-first attitude
• •Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience

Tasks

• •Review client requests and tickets
• •Resolve technical issues efficiently
• •Provide second-line support for medium complexity incidents
• •Monitor work queues proactively
• •Execute operational tasks
• •Update tickets with actions taken
• •Identify and log issues before escalation
• •Communicate with teams and clients for support
• •Ensure clear risk identification and mitigation for changes
• •Highlight key tickets during shift handover
• •Escalate tickets to Centres of Excellence when necessary
• •Collaborate with automation teams to optimize efforts
• •Coach Service Desk and L1 teams in technical and behavioral skills
• •Establish monitoring for client infrastructure
• •Lead initial client escalations for operational issues
• •Log change requests and execute approved maintenance activities
• •Audit incident and request tickets for quality
• •Drive trend analysis reports for automation opportunities
• •Support disaster recovery functions as needed

Tools & Technologies