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.

L1 - IT Infrastructures Support

Job Description