• Ticket Management: Ensure all tickets are handled within service level agreements (SLAs) and key performance indicators (KPIs).
• Technical Support: Manage and resolve customer tickets through phone, email, or web portal, and assist team members as needed.
• Change Management: Assess and own changes to customer network environments, and design improvements for service enhancement.
• Network Configuration: Configure and maintain Azure networks for customers.
• Continuous Improvement: Raise awareness of issues to Problem Manager, contribute to service improvement initiatives, and work within ITIL framework service delivery procedures.
• Experience: Service Desk/Support experience at 2nd or 3rd line level.
• Skills: Strong troubleshooting methodology; experience with Azure networking and tools is desirable; Fortinet experience preferred.
• Certifications: CCNA and/or AZ-700 are ideal but not essential.
• Knowledge: A thirst for continuous technical improvement and effective troubleshooting skills.
