The role is responsible for providing a professional second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity.

The role is responsible for providing a professional second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity.• Good working knowledge of networking skills that include a thorough understanding of TCP/IP and hands-on experience with routing protocols like EIGRP, OSPF BGP.• Adapt in analyzing information system needs, evaluating end-user requirements, troubleshooting network system management.• Provide timely resolution of technical complaints through analysis / trouble shooting.• Communicating and coordinating with principals, customers and vendors. • Team-based management style and excellent interpersonal and communication skills• Knowledge of ITIL including Incident, Problem, and Change Management.• Mentoring junior members of the team in order to build a stronger organization.