Zenzero Solutions Ltd

Manage and maintain core customer infrastructure by monitoring alerts and resolving issues within SLA timelines. Act as a technical escalation point for backup, storage, and virtualization problems across physical and virtual environments.

Resolve Service Desk incidents and requests for clients and internal systems across cloud and on-premises environments. Provide technical support via telephone and email while maintaining detailed documentation and adhering to ISO standards.

The role involves resolving technically challenging and VIP tickets while ensuring adherence to KPIs and SLAs. Additionally, the engineer provides coaching and mentoring to junior staff and deputises for the Service Desk Team Leader.