Primary responsibility: Level 1 technical support, monitoring of client IT and cybersecurity systems, ServiceDesk ticket management, incident triage and escalation.

 

Key Responsibilities

1. ServiceDesk & ITSM: Monitor and manage incoming tickets through our OTRS/Znuny ServiceDesk system. Assess urgency and business impact, prioritise requests, respond to clients, resolve Level 1 issues and escalate more complex matters to senior technicians.
2. Security & Operational Dashboard Monitoring: Regularly monitor client EDR, MDR, SOC, SIEM and other operational dashboards. Review security alerts, system notifications and incidents, conduct initial investigations, and take appropriate action or escalate to senior technical personnel or external SOC/vendor support teams when required. Follow Preterion's established incident response and escalation procedures, particularly for urgent or critical events.
3. Backup & System Health Monitoring: Perform routine checks of client backup platforms, endpoint monitoring systems and cloud services. Review backup success/failure notifications, identify operational issues, create or update tickets and escalate failures requiring technical intervention.
4. General IT Support & Maintenance: Assist with common endpoint, Microsoft 365 and cloud platform enquiries, email security and filtering issues, client asset registers, routine operational checks and technical documentation.
5. Level 2 Support, Technical Changes & Project Assistance: Occasionally assist senior technicians with more advanced troubleshooting, technical investigations, change control activities and adjustments or changes to client IT infrastructure. This may include performing specific technical tasks as part of a larger project, system maintenance or infrastructure improvement. These activities would be assigned where Mary feels comfortable and confident in her technical skills to complete the work, with appropriate guidance, approval and support from senior technicians or project leads. These are secondary responsibilities rather than the primary focus of the role.
   we feel this is critical of all our staff to help and nurture growth
   
   

Communication & Client Engagement

Communication will primarily take place through the following channels:

• Preterion ServiceDesk (OTRS/Znuny): Primary channel for client communications, technical support requests, incident updates and ticket management.
• Email: Occasional general correspondence or informal communications not requiring a formal support ticket.
• Microsoft Teams: Internal team collaboration, technical discussions and video meetings.
• OPTIONAL - 3CX VoIP (Backup Only): rarely telephone support through our supplied VoIP application, installed on her local workstation.

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

 

Please note:

This role is not primarily telephone-based, and the staff would not be expected to routinely answer incoming client calls.

If the staff feels comfortable doing so, he/she may occasionally be asked if he/she can temporarily join the ServiceDesk telephone queue as backup support during exceptionally high call volumes, major incidents or when the primary support team is unavailable or over capacity.

This would be strictly on an emergency only basis, to help maintain client response times and service continuity and only if she is ok to do so.

Overall, this is primarily a Level 1 Technical Consultant role focused on ServiceDesk operations, monitoring, client communication, cybersecurity alert triage and routine system maintenance, with occasional Level 2 technical assistance, approved infrastructure changes and project support where appropriate.

The client expects the majority of the staff's work to remain consistent with their existing responsibilities (with Blackhawk Alert), so this should be a relatively straightforward transition.