I.T Managed Services Support Engineer

In my role as a Level 2 Managed Services Support Engineer, I will prioritize customers by delivering a 2nd line support service that ensures all IT equipment and infrastructure operates at peak performance. My duties will include managing the workload and prioritizing multiple open tickets while meeting SLA thresholds for incidents, requests, and problems. Additionally, I will take full technical responsibility for resolving incidents and conducting comprehensive diagnostics with end-users for ticket resolution and project completion. I will also perform regular maintenance and patching of infrastructure, endpoints, and servers, and act as an escalation point for support calls from various support tiers, ensuring an effective resolution process. I will provide technical maintenance and support for all IT hardware and software used by end-users, offering on-site technical support while engaging professionally with customers at all organizational levels.