Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.

Learn fundamental operations of commonly used software, hardware, and other equipment.

Follow standard departmental operating procedures, including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.

Effectively prioritize and manage individual service ticket queues

Individually contribute to the team’s meeting or exceeding their service KPIs.

Participate in regularly scheduled handover and triage meetings.

Complete assigned training and adhere to compliance requirements.

Embrace and promote continuous improvement efforts while providing feedback and input.

Contribute with feedback to improve existing KB articles, faqs, and documentation.

Demonstrate flexibility to work any shift, including weekends and be on call outside of standard business hours.

Knowledge and Experience

English language proficiency (C1 at least).

Minimum 3+ years operational experience in the following areas :

Fast-paced, high transaction NOC, Data Center, or Managed Hosting environment

Microsoft Azure Services

Supporting web-based applications

Systems Administration experience with Windows Server, SQL Server, IIS, and / or Cluster Services

Virtualization Software and Services

Application and Data Security

Amazon Web Services (AWS)

CDN services

Load Balancing technologies

Firewall technologies

ITIL foundation training and certification preferred.

Must possess a sense of urgency and passion for customer service.

Strong written and verbal communications skills.

Superb troubleshooting and analytical skills.

Must demonstrate the ability to address problems quickly.

Ability to work independently with minimal supervision while focused on delivering results set forth by management.

Excellent organizational skills.

Ability to handle and prioritize multiple tasks while maintaining attention to detail.

Flexibility to occasionally work outside regular business hours, including weekends.

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Competencies

Displaying Technical ExpertiseSolving Complex ProblemsManaging TimeCommunicating EffectivelyAttentive Listening