• Work within Service Desk Plus (Manage Engine) ticketing system as the primary source of work. • Assist with identification of chronic issues and work cross functionally with internal and external teams for resolution. • Maintain personal technical skillsets for resolving advanced technical issues using department tools, procedures, and infrastructure. • As requested by the BOC leads, research and provide detailed reports with regards to outages. • Work in a virtual team environment ensuring technical issues are properly identified, resolved and escalated appropriately to engineering team management. • Must be able to work nights, weekends and holidays, variable schedule(s) and overtime as necessary, or based on agreed-to schedule. • Perform other related duties and functions as assigned by BOC leads.