Engage People

Operations

• Manages ticket queues and incident escalations reported via the Engage ITSM and monitoring systems
• Assists in conducting root cause analyses for incidents and proposing preventive measures
• Performs daily prioritization tasks, ensuring the right things are being worked on
• Acts as the first point of contact for customers (internal and external) seeking technical assistance
• Qualifies and documents problems raised by customers, including reproduction steps and investigation notes
• Takes ownership of support issues and seeks closure while ensuring all relevant support procedures are followed to client satisfaction, Operational processes and Compliance
• Escalates complex incidents to the relevant internal or external support team
• Provides advice to customers on systems, products and services which are available to them
• Maintains sound understanding of Engage products and the impact of any failure/problems
• Handles support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software
• Performs installation configuration and deployment of new and existing software in line with defined procedures
• Participates in an out of hours support schedule
• Supports the Applications Engineers by driving assigned Level 2 tickets to resolution
• Performs other related duties as required

Technical Operations Engineer