Open to Philippine-based applications only
Shift: Friday-Monday Night Shift 8pm – 8am UK Time
Work set-up: Fully-remote
This role will be with our UK-based MSP client and includes some client-facing activities. The primary focus will be to cover the Service Desk, handling any incoming phone calls and alerts. You will also be performing scheduled patching on Windows servers for customers.
The role requires problem solving capabilities for alerts from infrastructure monitoring during the UK night shifts from Friday - Monday. This 1st / 2nd line role will require the individual to apply judgement calls to newly logged high priority tickets, work to resolution where possible and escalate to vendor or internal On-Call resource where resolution is not possible without assistance.
Key Responsibilities
Ensure SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the SMC in a 24x7 support environment
Monitor queues for incoming alerts and incidents
Answer incoming calls to the Service Desk and log tickets within the system
Adhere to patching schedule and complete patching requirements during your shift
Logging your time into our ITSM system
Use all available tools to ensure speedy resolution of client issues
Manage escalations to (and work with) vendors
Clear and concise case updates and note taking
Investigation into client raised issues for suggested resolution steps
Participate in the various roles needed during client facing escalations and in post incident reviews / lessons learnt activities
Creation of configuration documentation / patching guides / knowledge base articles
Mandatory experience
Windows Server Patching
Active Directory
Azure Entra ID
Windows Server Admin
M365
Teams
Microsoft Endpoint Manager (Microsoft Intune)
Azure IaaS (RI, HUB)
Nice to have:
Exchange Server Admin (2016 or later)
Arctera Enterprise Vault
Microsoft Defender for Endpoint
Microsoft Information Protection
SharePoint Online
Azure Virtual Desktop
SCCM
Mimecast
VMWare
LogicMonitor
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