TechOps, Level 2 technician

Overview

Provide both onsite and remote end-user support across a wide range of IT services, ensuring timely resolution of incidents related to computers, printers, hardware, and software environments. Act as a key point of contact for technical issues, maintaining a strong customer service approach while troubleshooting and resolving problems efficiently.

Ensure accurate and comprehensive documentation of all assigned tickets within ServiceNow, including detailed descriptions of issues, actions taken, and final resolutions. Contribute to the continuous improvement of knowledge sharing by creating and maintaining internal and external knowledge base (KB) articles within ServiceNow and Atlassian Confluence, enabling faster issue resolution and reducing repeat incidents.

Adhere strictly to agreed Service Level Agreements (SLAs), ensuring that all requests and incidents are prioritised, tracked, and delivered within defined timelines. Support the management of...