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The Managed Services Cross Technology Engineer (L2) is responsible for ensuring the operational integrity of IT infrastructure for clients. This role involves proactive monitoring, incident resolution, and maintaining service level agreements.
Job Responsibility:
End to end management (provisioning, operations, and maintenance) of the entire underlying hardware infrastructure delivered as part of the scope
Proactive monitoring, identifying, investigating, and resolving of technical incidents and problems to restore service to clients
Proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA)
Focus on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc
May also contribute to / support on project work as and when required
Requirements:
Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
5+ years of experience in a technical support role
Strong skills in cloud, security, networking, and client communication
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Experience with tools administration - Motadata - Ticketing and monitoring
Experience with Server, VMs, Storage and Back up management (Tape library)
Experience with Cisco server, Netapp, Nutanix and Dell