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Senior Technical Infrastructure Specialist
2 weeks ago
We are seeking a skilled Senior Technical Infrastructure Specialist to join our team.
Job DescriptionThis is an entry-level engineering role responsible for providing managed services to clients. The successful candidate will be responsible for proactively identifying, investigating and resolving technical incidents and problems. They will work closely with clients to ensure their IT infrastructure and systems remain operational.
Key Responsibilities- Monitor client infrastructure and solutions.
- Identify problems and errors prior to or when they occur.
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
- Investigate first-line incidents assigned and identify the root cause of incidents and problems.
- Provide telephonic or chat support to clients when required.
- Schedule maintenance activity windows for patching and configuration changes.
- Follow handover procedures for shift changes to ensure service continuity.
- Report and escalate incidents where necessary.
- Ensure efficient and comprehensive resolutions of incidents and requests.
- Update knowledge articles or create new ones.
- Identify opportunities for work optimization including automation of work, request fulfillment, incident resolution and process improvement.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance and take into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when necessary.
- Ability to apply active listening techniques such as paraphrasing messages to confirm understanding, probing for further relevant information and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to prioritize client needs and create a positive client experience throughout the total client journey.
