Infrastructure Engineer
PNC
CloudServiceNow
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Manage tickets by raising, updating, prioritising, and escalating within SLA lead times and ensuring accurate ticketing updates
- Direct tickets to the appropriate departments and discuss potential fix outcomes with teams
- Act as the primary contact for reported faults affecting the locker network
- Build and maintain strong relationships with maintenance engineers and internal teams
- Prepare and send out daily reports and manage the planned downtime list
- Promptly respond to queries from other departments and manage expectations
- Verify issues by checking CCTV when necessary
- Continuously update documentation throughout the day
- Audit newly added lockers for compliance and performance
- Monitor locker capacity to meet customer demand
- Predominantly respond to queries and allocate work via email and ticketing software (not a call centre or IT support role)
Requirements
- Highly organised and process oriented
- Proven ability to manage multiple priorities
- Brilliant customer service skills and approach to issue resolution
- Excellent written and verbal communication
- Effective time management with high attention to detail
- Great critical thinking and problem-solving skills
- Ability to express initiative and take ownership of tasks
- Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues advantageous
