Source description
About the role
Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within our ticketing system.
Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions.
Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the CMDB.
Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure.
Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
Create and maintain technical documentation.
Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
Leverage platform reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
Author and maintain knowledge base articles, runbooks, and SOPs.
Manage, mentor and train Tier 1/2 staff to reduce escalation volume.
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