Provides second-line IT support across end-user services, infrastructure, business applications, financial systems, and production platforms. Responsibilities include incident ownership, monitoring, batch-process support, troubleshooting, asset and endpoint management, device deployment, root-cause analysis, documentation, and continuous service improvement. The role operates on a 7 a.m. to 7 p.m. shift rota with out-of-hours support and requires collaboration with technical teams, business users, and vendors.

Manage professional services resource requests from triage through completion. Coordinate internal and third-party resources based on skills, availability, and location; maintain Salesforce cases, schedules, documentation, sales order validation, utilization data, and reports. Communicate with sales, billing, support teams, suppliers, and customers while ensuring process compliance, accuracy, and timely issue resolution.

Provide second-line technical support for complex network and platform incidents. Diagnose logs, audit rules, perform upgrades and patches, manage configuration changes, and collaborate with third-line teams and vendors. Support Cisco, firewall, load-balancing, cloud, and networking technologies; document incidents, implement approved changes, assist transitions, maintain certifications, and provide remote support during rotating 12-hour night shifts.