Manage and resolve client incidents and requests to meet required SLA’s working from a queue and assigned tickets.Amend and maintain technical documentation and knowledge base for blueAPACHE customer environments.Provide an escalation point for the level one support teams.Help build out, maintain and troubleshoot our rapidly expanding infrastructure.Adhere to Incident, Security, Problem and Change Management processes as per blueAPACHE customer standards (ITIL Framework)To provide after hours on-call assistance and/or escalation on a rotating basis

Call, Incident and Service management• Manage the Enterprise Backup Solution for clients• Planning and execution Disaster Recovery Tests• Proactive monitoring of backup jobs and related infrastructure• Manage servers and user desktops via SCCM, Google workspace and Nable.• Day to day 3rd Line Management and troubleshooting of client server technologies such as MS Office 365 and Google workspace• IDM via Activity Directory, Azure AD, Google Workspace• Ensure meeting the services SLA in accordance with the Business guidelines.• Day to day level 3 management and troubleshooting of client infrastructure: Virtual Machines, Virtualisation Platforms and Shared Storage, on premises and in cloud (Azure/AWS)• Ensuring documentation and procedures are always up to date• Troubleshoot failures/3rd level issues• Ad Hoc project work, such as new server setups and 365 migrations• Track, monitor and report on all 3rd level incidents within defined customer service levels.

Key Accountabilities Organise collection of all customer correspondence Assist in processes in regards to communications and payments Liaise with colleagues within different departments to ensure customers are responded to in a timely manner Perform administrative tasks in line with service delivery standards Prepare and maintain diverse documentation such as internal memos, client correspondence, manuals, reports, phone listings, attendance records  Upload client files to CBA databases for assessment Ensure customer service level commitments are met and exceeded Work as an individual and team member to provide excellent customer service and build customer relationships Liaise with clients where appropriate to verify requests and address issues Provide out-of-office support to management when required High level of communication skills, both written and verbal Contribute to continual productivity and improvements Manage customer confidential information  Communicate with clients to confirm personal details in a professional manner