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Mid LevelFull-timeAWSAzure
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
Manage and complete scheduled tasks on time
Ensure effective client communications take place
Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate
Advise the Team Lead and/or Shift Manager of emerging issues
Adherence to ITIL processes
Contribute documentation to the shared knowledge base
Ensure all changes are documented through the change management process
Execute change management tasks in line with defined processes
Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
Act as a role model and mentor for fellow team members
Set up client and internal bridge calls as requested
DG office team only – provide emergency DC escort services (EGV)
Knowledge
A basic to intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.
Demonstrable experience of working in an IT infrastructure focused helpdesk role.
Basic technical awareness of IT server infrastructure
Knowledge of the ITIL framework desirable
Additional preferred knowledge: VMware, AWS/Azure
Skills
Excellent customer service skills
Excellent demonstrable written and verbal communication skills.
Confidence in liaising with other personnel
Ability to multi-task and work well under pressure
Good team working skills essential
Ability to document processes and procedures in a clear, concise and logical manner.
ITIL certification desirable
Able to communicate in groups with confidence and conviction
Experience
At least 12 months experience in an IT role i.e. Helpdesk
Knowledge of a call management system and its function
Knowledge of ITIL and its function within IT
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About Ensono
Ensono is a technology services company specializing in digital transformation, cloud engineering, and application modernization. Operating within the IT consulting and managed services sector, the company focuses on helping organizations navigate complex technological landscapes to achieve business agility and innovation. Founded in 2017, Ensono emerged from the merger of several established IT firms, bringing together a wealth of expertise and a client-centric approach. Headquartered in the United States, the company has since expanded its footprint to serve clients across North America and Europe, leveraging its deep industry knowledge to deliver tailored solutions. Ensono offers a comprehensive suite of services, including cloud strategy and migration, application development, cybersecurity, and IT operations management. Key features of their offerings include a data-driven approach, scalable solutions, and a team of certified professionals who work closely with clients to align technology investments with business objectives. Their target audience primarily consists of mid-to-large enterprises across various industries, such as financial services, healthcare, and retail, which require robust, secure, and efficient IT infrastructure. By combining technical expertise with strategic advisory, Ensono enables clients to optimize performance, reduce costs, and accelerate digital initiatives. Notable achievements for Ensono include its recognition as a leader in the managed services space, driven by its ability to deliver measurable outcomes and foster long-term client partnerships. The company differentiates itself through its unique value proposition of blending cutting-edge technology with a consultative mindset, ensuring that solutions not only address immediate challenges but also support future growth. With a strong emphasis on innovation and customer success, Ensono has positioned itself as a trusted advisor in the rapidly evolving digital economy, helping organizations stay ahead in an increasingly competitive market.
