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Escalation and Project Technician

2 months ago

United Kingdom Zenzero Full time

Escalation and Project Technician

The Escalation and Project Technician role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk and Technical Services teams, within agreed KPIs and SLAs. You will be involved in large scale projects, problem management, and development and implementation of long term solutions. You will also be involved in project delivery, including but not limited to infrastructure projects, deployments, cloud migrations, as well supporting the Field Services team with onsite deployments if required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards

Key Responsibilities:

  • Work on service tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
  • Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
  • Collaborate with specialist teams out-with the TFS structure to progress and resolve cases where their expertise is required.
  • Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
  • Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
  • Ensure appropriate adherence to performance targets including KPIs and SLAs.
  • Build excellent working relationships within the TFS team, with other teams within the Managed Services Department, as well as within the wider organisation.
  • Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Requirements:

  • Minimum 8 years experience working for a Managed Services Provider (MSP, or MSSP), or an in-house IT support team.
  • Knowledge and technical understanding of Microsoft 365 and general business IT systems.
  • Specialised knowledge/certification in more than one field of IT systems e.g. networking, server infrastructure, Azure, web services.
  • Experience of leading problem management, service change or implementation, or project delivery.
  • Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask in a service and project capacity.
  • Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.
  • Experience working within PRINCE2 projects, as a team resource.
  • Ability to demonstrate strong dispute resolution skills, working in high-pressure environments and ability to identify alternative solutions.
  • Ability to demonstrate excellent troubleshooting skills.
  • Ability to demonstrate strong team working and team leadership skills.