Be the first contact for clients with technical issues and requests.
Answer calls and use the ticketing system to classify incidents and route escalations.
Monitor, report, and triage alerts for customers and internal environments.
Monitor systems incl. Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, Fortinet.
Ensure customer cases are linked to major incidents.
Document all communications with customers accurately.
Follow escalation procedures to platform engineers during incidents.
Perform other duties as assigned.

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