Key Responsibilities
- Work in alignment with the Event and Incident processes to provide efficient event triage, investigation, and resolution
- Adhere to Key Performance Indicator (KPI) measures to ensure timely resolution and minimise impact on infrastructure services
- Collaborate with the L1, L2, and L3 teams to investigate and resolve incidents or requests that have been triaged
- Follow Incident and Request processes to ensure prompt resolution and customer satisfaction
- Receive escalated incidents and requests from L1, creating knowledge articles as required for training and mentoring purposes
- Identify underlying issues in resolved incidents or requests and raise problem tickets for review and action by L3 teams and collaborate on deploying resolutions into client environments
- Ensure that recurring issues are addressed effectively to prevent future disruptions
- Execute standard changes on customer estates as assigned by the Change owner, including Tech Ops, Sec Ops, or Clients through the Acora TAM (Technical Account Manager) platform
- Ensure changes are implemented following established protocols and documentation
- Proactively identify opportunities for Continuous Service Improvement (CSI) within the infrastructure domain
- Raise technical CSI initiatives to the Technical Authority within Acora for evaluation and implementation
Key Skills
- Bachelor's degree [or relevant experience] in Computer Science, Information Technology, or related field
- Proven in infrastructure operations or a similar role, ideally in a Managed Services Provider
- Proficiency in incident management and troubleshooting methodologies
- Strong understanding of ITIL framework and processes
- Experience with standard change execution and change management procedures
- Excellent communication and collaboration skills
- Ability to prioritize tasks and work effectively under pressure
- ITIL certification(s) is a plus
- Experience and working knowledge of the following technologies or methodologies: Microsoft Server (DNS, DHCP, GPO etc), InTune, Windows Endpoints (Windows 10,11), Mimecast, AVD, Exclaimer, Azure, Microsoft 365 products
Personal Specification
- Opportunity to work in a collaborative and innovative environment
- Career development and training opportunities
- Competitive salary and benefits package
- Chance to contribute to the success and growth of a leading IT service provider
Benefits:
- Free parking
- Health insurance
- Opportunities for promotion
- Professional development
Work Location: In person
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