Tools and Reporting Support Engineer is a senior technical engineer who will provide co-workers with a first point of escalation.
He / She will Lead, Train and Manage the team to respond and resolve technical issues in an effective and timely manner.
With us you will be responsible to maintain continuity between Network Operations Centre (NOC) change of shifts, Prioritize tickets and events, manage staff and ensure proper coverage during the shift.
Provide ownership of shift turnover and transfer Including notification of ongoing priority issues, shift coverage issues, daily reports and other NOC operational functions.
Consistently set an example for co-workers to follow which ensures that technical issues are properly identified, resolved, and escalated appropriately to NOC management as required by procedures.
Configuration of core ITIL Processes Like Incident, Problem, Change, Request, Service catalogue, Knowledge, Service Asset and Configuration Management (CMDB) with expertise to work on ITSM Tools BMC, Service Now