Job Description

We are looking for a self-motivated individual with expertise in ITIL Process, server monitoring, ticketing tool, and o365 support.

He/she will be working along a pool of service desk engineers on incident management. Your profile also includes troubleshooting, patching, server support. You will be reporting to the Project Supervisor. He/she will be required to support on rotational basis.

Essential Functions:

The Service Engineer will investigate and resolve where possible application, software, and hardware incidents. When resolution isn't possible, they are responsible for assignment to the correct support team escalating when necessary. Continuous incident trend analysis is required to identify common issues and feed into the problem management process for root cause analysis.

Service Engineers are responsible for ensuring processes and services are properly executed and any barriers to proper service operation are addressed and/or escalated.

Individuals are required to continuously monitor operational processes to determine their effectiveness implementing new steps or processes when previously defined processes are determined as ineffective

Position Requirements:

Minimum 1+ years' experience in providing 1st and 2nd line monitoring and incident remediation support for company's 24/7 platforms.

Experience running large scale customer facing web services

Strong troubleshooting skills.

Strong communication skills both verbally and written.

Knowledge of Windows Server operation and troubleshooting

Experience in the escalation of issues.

Strong desire to deliver a high-quality customer focused service.

Excellent organizational and time management skills.

Experience working in a collaborative working environment where teamwork is essential in achieving corporate objectives

Experience working in an environment where ITIL best practice policy and processes have been adopted.

Knowledge and understanding of Incident and Problem management processes

Positive 'can-do' attitude.

Flexibility in providing out of hours support for project deliverables.

Bachelor's Degree in STEM or Related Field

Job Type: Full-time

Pay: ?300,000.00 - ?500,000.00 per year

Shift:

• Day shift

Work Location: In person