L2 - IMS

MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.

Key roles & responsibilities:

• Proactively monitors work queues.
• Perform operational tasks to resolve all incidents/requests within a timely manner within the agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, analyse issues and errors ...