Job Description

Key Responsibilities
Handle advanced escalations from Tier 1 agents, providing in-depth troubleshooting and resolution.

• KPI: 90% of escalated tickets acknowledged within 15 minutes.
• SLA: Resolution or workaround provided within 4 hours for high priority / 8 hours for medium priority incidents.
• KPI: <5% of escalations re-escalated to Tier 3 without proper Tier 2 troubleshooting.

Support contact centre platforms including telephony, VoIP, call routing, and softphone systems.

• KPI: 99.5% platform uptime maintained.
• SLA: Incidents affecting >20 users resolved within 2 hours.

Troubleshoot and maintain networking environments (VPN, routing/switching, DNS, DHCP, firewall configurations).

• KPI: 95% of network-related incidents resolved within SLA targets.
• SLA: Critical outages mitigated within 1 hour, root cause documented within 48 hours.

Administer server environments, including Windows Server, Active Directory, group policies, and authentication.

• KPI: 100% of access-related incidents resolved within 4 business hours.
• SLA: Security-related incidents escalated within 15 minutes of detection.

Monitor system health and respond to alerts, ensuring uptime and stability.

• KPI: 95% of alerts acknowledged within 10 minutes.
• SLA: Mean Time to Detect (MTTD) < 15 minutes, Mean Time to Resolve (MTTR) < 2 hours for critical alerts.

Participate in planned system maintenance and change control processes.

• KPI: 100% of changes logged and approved through Change Management.
• SLA: 0% of unauthorized changes implemented.
• KPI: <2% of changes causing unexpected service impact.

Collaborate with Tier 3 teams on complex incidents, root cause analysis, and long-term fixes.

• KPI: RCA delivered within 3 business days of incident closure.
• SLA: Permanent fixes for recurring incidents implemented within 30 days.

Document solutions, maintain knowledge bases, and contribute to technical playbooks.

• KPI: 95% of resolved incidents documented within 24 hours.
• KPI: At least 2 new KB articles contributed per month.

Mentor Tier 1 agents, helping them build technical depth and readiness for advancement.

• KPI: Conduct 23 training sessions per quarter.
• KPI: 10% reduction in Tier 1 escalations per quarter.

Required Skills & Qualifications

• 46 years professional IT support or system/network administration experience.
• Demonstrated expertise with contact centre or telephony systems (VoIP, PBX, softphone).
• Strong background in enterprise networking (TCP/IP, DNS, DHCP, VPNs, firewall management).
• Solid experience with server administration (Windows Server, Active Directory, identity management).
• Experience working with distributed, remote-first teams.
• Strong communication, problem-solving, and incident management skills.

Preferred Skills

• Experience with virtualization platforms (VMware, Hyper-V, VDI, Xen).
• Knowledge of monitoring and endpoint security tools and vulnerability management escalations.
• Familiarity with ITIL practices (incident, problem, change management).
• Relevant certifications such as CompTIA Network+/Security+, Microsoft Certified, Cisco CCNA/CCNP.

Skills Required