Job Details

IOC Support Agent - United Kingdom
Job ID: 8114
Job Type:

Any Region

Job description: The main purpose of an IOC Support Agent is to be the first individual to receive IT related issues and requests, and proactively monitor the health of all IT systems within the company. Tasks include but are not limited to triaging of tickets and providing end user support with the ultimate goal to provide quickly resolution to Tier 1 issues. An IOC Support Agent will handle issues according to the defined SLA until resolution, by providing timely updates and proper notifications.

  • 1st line support to internal staff and to customers who are experiencing issues related to IT services and sites
  • Act as single point of contact for service impacting events
  • Triage request and incident tickets
  • Identify, troubleshoot and correctly escalate incidents to Tier 2 teams in a timely manner
  • Communicate maintenance or incidents to the business till the point of resolution
  • Complete and detailed documentation of incidents
  • Monitor computer systems and perform proactive maintenance
  • Take action on automated alerts
  • Provide application support to users
  • Control access to corporate systems through AD administration
  • Work closely with other staff in and outside IT department
  • Monitor business communication channels (Slack/ Mail) and provide support
  • Other duties/tasks as assigned
  • Clear communicate in English in both verbal and written form
  • Ability to clearly communicate with customers and peers
  • Provide top quality customer service to ensure an understanding between customer and IT with the goal of achieving a workable solution
  • Ability to manage customer expectations
Technology Competencies: 
Monitoring and Logging Technologies:
  • Splunk
  • Grafana
  • Elasticsearch
  • OpsGenie
  • Zabbix
  • JIRA
  • Confluence
  • Orange HRM
  • Slack
Desktop Administration and Support:
  • Client Operation System (Windows)
  • End- user applications 
Server Administration and Support:
  • Active Directory Users and Computers Management
  • Internal DNS/DHCP Management
IT- Asset Inventory
  • Snipe-IT
For more information on the role or to apply kindly send your CV to