About the position
Daily monitoring and resolution of IT Service Management (ITSM) VIP and end-user support requests.
Be responsible for the verification, planning and actioning of maintenance tasks together with other infrastructure teams.
Continuously work on improving the operational stability.
Work on automation of platform operations, troubleshooting and maintenance topics.
Interact with an international product team, external providers, vendors and customers.
Treat security as a first-class citizen.
Work closely with stakeholders, development teams in constantly improving Endpoint Management platforms stability and availability.
Work with other IT teams on integration of new features and components.
Minimum Requirements:
Essential skills:
Experience with ITIL processes (Incident, Change and Problem management).
Resolve ITSM tickets.
Analyse and resolve problem tickets.
Experience with VIP and End-user support.
Plan and execute maintenance tasks (Change Management).
Plan and execute infrastructure lifecycle tasks (Technical lifecycle, Change Management).
Experience with technical documentation, standard operating procedures and user support guides.
Experience with Active Directory/EntraID.
Exposure to Device Management (SCCM, Workspace One, Microsoft Intune etc.)
Exposure to troubleshooting infrastructure, network and integration issues.
Advantageous:
Experience in the operation of Linux Servers and/or Windows Servers.
Experience with iOS/macOS and Windows Client OS, GPO and patch management.
Experience with cloud technologies and cloud providers (Microsoft Azure, Amazon Web Services, Google Cloud Services).
Experience with Scripting (Powershell, Bash etc.).
Experience with monitoring solutions (SCOM, Dynatrace, Site24/7 etc.).
Experience with SQL (MS, Oracle etc.).
Experience with Jira and Confluence.
Desired Skills:
- VIP and End-User Support
- Infrastructure Lifecycle
- Change Management
- Active Directory / EntraID
- SCCM
- Intune
- Powershell Scripting
