About the role

  • Ensure that our clients' security infrastructures and systems remain operational.
  • Monitor, identify, investigate, and resolve technical incidents and problems.
  • Handle client requests or tickets with technical expertise.
  • Actively manage work queues, perform operational tasks, and update tickets with resolution actions.
  • Log incidents promptly and provide second-level support.
  • Execute changes responsibly, flagging risks and mitigation plans.
  • Work closely with automation teams to optimize efforts and automate routine tasks.
  • Audit incident and request tickets for quality and recommend improvements.

Requirements

  • Experience with managed services handling security infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
  • Proficiency in active listening, with techniques like paraphrasing and probing for further information.
  • Excellent planning skills, able to anticipate and adjust to changing circumstances.
  • Strong ability to communicate and engage across different cultures and social groups.
  • Adaptability to changing conditions and flexibility in approach.
  • Client-focused mindset, always putting their needs and positive experience first.
  • A positive outlook and the ability to work well under pressure.
  • Willingness to put in longer hours when necessary.
  • Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.

Benefits

  • health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development

Job title

Managed Services Engineer

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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