Senior Technician, Managed Services

About the role

IT Solutions is seeking a Senior Technician for its Managed Services team. You will support multiple clients, handle inbound and escalated service‑desk inquiries, and act as a key problem‑solver for complex technical issues.

Key responsibilities

• Monitor, troubleshoot, and resolve incidents according to documented procedures.
• Escalate tickets when necessary and ensure timely resolution of complex client problems.
• Provide hardware and software support, maintain detailed support logs, and document resolutions.
• Follow the response catalogue and team processes to deliver consistent service.
• Collaborate with internal teams and vendors to drive incidents to closure.
• Deliver enthusiastic end‑user support and maintain high customer‑service standards.
• Lead, mentor, and train junior technicians to develop their technical skills.
• Coordinate with cross‑functional teams to ensure seamless project execution within budget and schedule.

Required profile

• Strong oral and written communication abilities.
• Effective time‑management and multitasking skills.
• Highly organized, detail‑oriented, and able to work under pressure.
• Passionate about problem‑solving and delivering excellent customer service.
• Ability to manage stress during client‑down situations.

Required skills