Provide Tier 3-4 support for the Service Desk, diagnosing the cause of IT problems escalated by Service Desk Analysts
Monitor, manage and improve the T-Tech & customer cloud services platforms
Assume management of major incidents while Infrastructure Team provides core service
Build and improve on KPIs used to measure services monitored, maintained, and supported

Minimum of 5 years’ senior IT support experience, including at least 1 year with a service provider
Relevant IT degree preferred, plus at least one MCP Server certification
ITIL 4 Certified
Recent professional certifications in Microsoft (Office 365/Azure), VMware, or similar technologies demonstrating ongoing technical growth
Strong experience managing both on-premise and cloud infrastructures
Experience working within an ITIL environment
Previous experience as a Team Leader in a Managed Service Provider

Infrastructure Engineer

Key skills