Key skills
Communication
About this role
Role Overview
- Handle high-priority and technically complex escalations
- Perform in-depth diagnostics and deliver long-term fixes
- Lead root cause analysis and propose improvements
- Mentor and support First and Second Line Engineers
- Review escalated tickets for quality and compliance
- Collaborate with Senior Infrastructure Engineers
- Develop and maintain Knowledge Base documentation
- Maintain accurate system and procedure documentation
- Engage with clients on critical issues
- Communicate advanced technical concepts to non-technical stakeholders
- Monitor recurring issues and recommend changes
Requirements
- Strong communication and analytical skills
- Proven ability to work through complex problems
- Confident communicator across multiple channels
- Excellent organizational skills
- Commitment to meeting SLAs
- Proactive learner with a passion for technology
- Willingness to pursue relevant certifications
- Experience with Halo PSA, Datto RMM, and Backupify is nice to have
- Strong understanding of ITIL practices and security fundamentals is an advantage
Benefits
- Hybrid work arrangement
- UK holidays observance