MS Engineer L2, Network Security

Job Summary

As a Cross Technology Managed Services Engineer (L2), you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.

Responsibilities

• Maintain our clients' IT infrastructure and systems by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
• Be the go-to person to restore services and ensure our clients' satisfaction.
• Manage work queues, address incidents and requests within agreed SLAs, and update tickets with the actions taken.
• Identify, analyze, and log issues before they escalate to maintain service quality.
• Collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
• Execute changes meticulously, understand and mitigate risks, and contribute to the change management process with detailed documentation.
• Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation to enhance efficiency.
• Handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.
• Work within a diverse and inclusive environment, drive optimization of efforts by working with automation teams and supporting L1 Engineers.
• Contribute to various projects, ensuring that all changes are approved, and 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.

Workplace type: On-site Working