- Active monitoring of our customers’ IT infrastructures (servers, network devices, applications);
- Reaction on all alerts as defined within the process binders;
- Analysis of support requests sent by our customers by phone, email or web submit into our Incident management application;
- Timely logging of every support request in the ticketing systems;
- Accurate ticket documentation of the support request and troubleshooting steps taken;
- Tickets follow-up and escalation in accordance with priority, impact and SLAs;
- Regular feedback to the affected clients on the status of the support request in accordance with priority;
- Ownership and responsibility for all tickets assigned on the queue;
- Execution of proactive health checks according to already defined checklists;
- Punctual follow-up and accurate recording of the performed checks;
- Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest standard;
- Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions;
- Attendance in trainings and team meetings.
- Experience in professional communication with clients (phone calls, e-mails);
- Proactivity and positive attitude;
- Willingness to work shifts and weekends.
- IT skills, strong interest and willingness in self-development
- Strong team spirit and involvement;
- Punctuality and flexibility;
- Ability to listen, learn and improve;
- Advanced English skills.