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Micro Focus

Service Desk Technician Micro Focus
Burlington, MA

Micro Focus is a software company that develops, sells, and supports enterprise DevOps, hybrid IT management, security, risk, and governance, and predictive analytics solutions.

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About Micro Focus

Job Description

Service Desk Technician

Job Description:

At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT-fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas:

DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

About the Role:

The IT Production Service Support Level-2 acts as an escalation point for the Service Desk Level 1 in handling incidents, requests and providing an interface for other ITSM processes under the ITIL framework.

A Service Support Level-2 Technician is a person who provides technical support and troubleshooting for any aspect of the information systems department, new hire onboarding, computer hardware, operating systems, applications, networks and telephony.

Customer Facing:

* Act as a main point of contact for the Service Desk Level-1 for all Incidents and Service Requests passed via the ITSM tool
* Monitoring of all SLAs for both Incidents and Service Requests
* Coordinate and support global IT Production support groups to implement and support all Events and Incidents within your team, or with other support groups within IT Production
* Own and manage all Service Desk Level-1 escalations and SLAs and internal OLAs breeches through the appropriate channels
* Ensure all IT Production, process and procedures are followed and fully adopted


* React to monitoring tickets received by the Level-2 and Level-3, ensuring the Service Desk Technician are aware and able to engage users when they either contact the Service Desk, or the Service Desk issue a broadcast statement for incidents deemed as critical

Incident Management:

* Overall ownership and accountability of Incident tickets throughout its lifecycle
* Ability to triage across all platforms within Micro Focus infrastructure which includes; networks, telephony and applications
* Re-route incidents as necessary to the correct resolving agent when requiring further assistance, or Level-3 support
* Manage all incidents within Micro Focus process and tools by updating each assigned incident in accordance with the user SLAs and internal operational OLAs
* Escalate incidents according to documented standards when SLAs and OLAs is in breech, or user(s) request an escalation

Change Management:

* Be aware of pending Changes and the impact to either the environment and users in readiness to support escalations or end-user issues
* Execute Changes to the environment, following the instructions given and Standard Operating Procedures where the Service Desk are required to do so

Qualifications / Experience:

* Ownership and responsibility for End User systems
* Proven experience in managing End User systems projects and delivery
* Proven experience troubleshooting Infrastructure support End User services
* Manage Change Requests for End User facing systems
* Knowledge of Mobility devices
* Expert knowledge of Windows OS
* Strong Knowledge of end to end ITIL framework
* ITIL Foundation Certificate - Advantage
* 2-10 years of experience in above mentioned activities
* Ability to engage and partner with internal staff as required across all infrastructure platforms
* Ability to work in a virtual team environment
* Ability to identify problems and work to resolution as required
* Ability to work in operational crisis situations
* Knowledge of virtualisation technologies and the specific challenges they bring
* Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
* Ability to work on own initiative, with a high degree of autonomy
* Self-motivated and self-monitoring, continuously evaluating own work processes



Information Technology

Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

About Micro Focus

Micro Focus is a software company that develops, sells, and supports enterprise DevOps, hybrid IT management, security, risk, and governance, and predictive analytics solutions.

10001 employees

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