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Join a dynamic team as a Managed Services Engineer L2, where you'll maintain IT infrastructure, resolve incidents, and ensure client satisfaction. Your expertise in managed services and ITIL processes will be key in delivering exceptional support and driving automation initiatives.
Job Responsibility:
Maintain clients' IT infrastructure and systems
Proactively monitor, identify, investigate, and resolve technical incidents and problems
Restore services and ensure clients' satisfaction
Manage work queues
Address incidents and requests within agreed SLAs
Update tickets with the actions taken
Identify, analyse, and log issues before they escalate
Collaborate closely with other teams and clients to provide second-level support
Execute changes meticulously, understanding and mitigating risks
Contribute to the change management process with detailed documentation
Audit incident and request tickets for quality
Recommend improvements
Identify tasks for automation to enhance efficiency
Handle client escalations with professionalism
Assist in disaster recovery functions and tests when necessary
Drive the optimization of efforts by working with automation teams
Support L1 Engineers
Contribute to various projects
Ensure that all changes are approved
Maintain a positive outlook even in high-pressure situations
Requirements:
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