Act as technical escalation supporting Tier 1 & 2, handling tickets and ensuring SLA adherence.
Provide advanced troubleshooting and mentoring to Service Desk Analysts.
Collaborate with Tier 3 and SME teams to drive timely resolutions.
Monitor SLAs and KPIs to maintain service performance and responsiveness.
Assist in QA, ticket grooming, and escalation handling to maintain ticket hygiene.
Perform end-user PC and systems troubleshooting and respond to requests as needed.

🎯 Requirements

ConnectWise ITSM experience.
Incident, request, problem, change, and major incident management experience.
Strong IT infrastructure, desktop, and networking experience with Windows 10/11, Server 2016-2025
Excellent communication, customer service, and service management skills.
Ability to articulate technical solutions to non-technical stakeholders.
Ability to work under pressure, prioritize, and multitask.

🎁 Benefits

NA benefits information available on job posting.

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