Responsibilities
- Serve as the primary technical escalation contact for first and second line support teams
- Take ownership of intricate incidents and problems, guiding them to full resolution
- Deliver specialized assistance through various channels including tickets, phone, email, and remote connections
- Conduct detailed diagnostics across on-premises, cloud, and end-user computing environments
- Perform root cause investigations and suggest sustainable technical enhancements
- Handle and prioritize multiple concurrent issues while adhering to service level agreements
- Respond promptly to system alerts from monitoring and management tools
- Keep comprehensive records, documentation, and knowledge base entries up to date
- Identify patterns in recurring issues and propose preventive measures
- Contribute to ongoing improvements in support tools, workflows, and operational standards
- Communicate technical outcomes clearly to non-technical stakeholders using accessible language
Work Arrangement
On-site
