About the job
About Our Company:
xcellink is a prominent leader in the communications technology sector, dedicated to delivering innovative solutions. As we expand our operations, we are seeking a talented Infrastructure Support Analyst to join our dynamic team.
Job Responsibilities:
- Manage 24/7 operations for proactive infrastructure monitoring.
- Provide first-level troubleshooting for all reported incidents and system alerts, escalating to level 2 resolver groups as outlined in work instructions.
- Monitor and communicate timely updates to customers regarding outstanding issues, ensuring adherence to service level targets.
- Take full ownership of incidents, following through on reported issues until resolution, while ensuring accurate information is recorded in the ticketing system.
- Classify and prioritize incidents upon initial reporting, tracking resolution progress and providing regular follow-up updates.
- Execute scheduled operational tasks, including IT operations and deployment activities.
- Facilitate planned deployment schedules and provide constructive feedback on deployment processes.
- Oversee device lifecycle management.

