• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Responsible for identifying potential problems and/or trends of repetitive Incidents