L1 IT Support Engineer (24/7)
Miejsce pracy: Wrocław
Your responsibilities
- Monitor and respond to alerts and incidents according to predefined runbooks.
- Execute standard service requests (SRs) and change requests (CRs) following pre-approved guidelines.
- Perform initial incident triage as reported by the Security Operation Center (SOC), Major Incident Management (MIM), and Support Desk (SD).
- Utilize automation tools and services developed by our Tech Squads to enhance incident resolution.
- Document all incident resolutions and escalation actions in our IT Service Management (ITSM) system.
- Adhere strictly to defined SLAs and KPIs.
- Communicate with internal and external stakeholders.
- Maintain and manage knowledge base documentation.
Employer requirements
- Proficient in incident triaging and incident management.
- Possesses troubleshooting skills across server operating systems (Windows and Linux), cloud platforms (AWS and Azure), and networks.
- Experienced with ITSM tools (e.g., ServiceNow, Jira).
- Strong communication skills for effective stakeholder engagement.
- Proficient in service request and change management processes.
- Certified in ITIL v4.
Hays Poland sp. z o.o. jest agencją zatrudnienia nr 361.
