Managed Services Cross Technology Engineer (L2)

The Managed Services Cross Technology Engineer (L2) is a developing engineering role responsible for providing Managed Services to clients, ensuring IT infrastructure and systems remain operational. They proactively monitor, identify, investigate, and resolve technical incidents and problems, restoring service to clients while meeting SLA requirements.

Key Responsibilities

• Proactively monitor work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, and analyze issues and errors prior to or when they occur, logging all incidents promptly.
• Capture all required and relevant information for immediate resolution.
• Provide second-level support to incidents and requests and identify root cause of incidents and problems.