Hours: 2 days 07:00 – 19:00, 2 Nights 19:00 – 07:00, 4 days off

Overall purpose of the job:

• Provide 1st & 2nd Line remote Infrastructure support to Exponential-e customers.

• Primarily responsible for managing and owning support tickets and driving customer issues through to

resolution.

• To support the Managed Services Technicians (1st line) to resolve issues that come into the service

desk acting as a point of escalation for more challenging issues.

• Plan and implement infrastructure changes within agreed SLA’s.

Key responsibilities for this job:

• Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and

accurately logged, closed and analyzed to prevent future occurrences, and that call resolution priorities

are met.

• Respond to proactive alerts and conclude them to resolution

• Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum

level of customer satisfaction.

• Troubleshooting customer technical faults and collaborating with external vendors and service providers





to achieve fault resolution.

• Proactively identify and investigate problematic issues, raising a subsequent problem ticket to manage

the workload.

• Work as a team to deliver timely resolution to customer requests from telephone and email.

• Maintain an understanding of the internal escalation process.

• Jeopardy management to reduce escalation and SLA breaches.

• Maintain professional working relationships with customers, suppliers, and work colleagues.

• Any other fair and reasonable task or duty assigned to you by your manager, or other senior

Exponential-e Ltd staff member.

Knowledge and experience required:

Professional Experience:

• Minimum 3 years’ experience supporting Windows Server OS in a public and private cloud workplace.

• Experience in providing Technical Support (1st and 2nd Line Support) in an ITIL based environment.

• Previous experience working in a fast-paced i

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