Manage and update support tickets, handle Level 1 and Level 2 customer calls, document resolutions, and monitor Zabbix alerts while escalating incidents. Administer Windows servers, Active Directory, Group Policy, virtualization platforms, virtual machines, and core network services, responding promptly to critical outages.
Implement and support Azure, Microsoft 365, Citrix, and Windows infrastructure, including virtual desktop environments, identity, networking, security, monitoring, and automation. Own L2 incident, problem, and change tickets; document technical solutions, collaborate with L3 and vendors, mentor L1 colleagues, and participate in on-call maintenance.
Provide Tier 2 technical support for critical network incidents and manage complex service requests and migrations. Lead root cause analysis, document processes in ServiceNow, and act as a technical mentor to the NOC and associate engineers.
Manage the day-to-day administration, configuration, and troubleshooting of the LogicMonitor platform to ensure system health and data accuracy. Develop automation workflows and custom integrations using scripting languages to streamline monitoring processes and improve operational efficiency.
The Sales Operations Engineer creates accurate price quotations for core services and manages deal desk operations by coordinating with sales and technical teams. They also maintain process documentation and analyze sales data to support strategic decision-making and KPI monitoring.
The Security Manager oversees daily security operations, including incident response, vulnerability remediation, and control execution. They coordinate between internal teams and external partners to ensure security workflows are documented and effectively managed.
The role involves managing and maintaining Linux-based infrastructure, ensuring system security, and implementing automation through CI/CD pipelines. You will also be responsible for container orchestration, monitoring system health, and participating in incident response efforts.
The manager will lead a large team of technicians to drive service desk excellence and ensure the delivery of an exceptional customer experience. Responsibilities include managing the employee lifecycle, overseeing ITIL process adherence, and reporting on SLA performance and operational trends.
Provide first-line technical support to end-users via phone, email, and chat while resolving hardware, software, and network connectivity issues. Document all incidents in the ServiceNow ticketing system and escalate complex problems to higher-level support teams.
Manage and expand enterprise relationships while acquiring new logo business through a consultative sales approach. Lead the full sales cycle from discovery to contract execution, focusing on XTIUM's managed services portfolio.
Establish and enforce security standards for internally developed software, automation, and AI-enabled solutions. Lead secure design reviews and integrate security tooling into CI/CD pipelines to ensure compliance and risk mitigation.
