Sword Group Benefits Overview

Provide 2nd/3rd line support for desktop and cloud applications across multiple customer environments. Triage, diagnose and resolve incidents, manage vendor escalations (including 4th-line troubleshooting), support integrations and APIs, assist deployments and configuration, maintain documentation and ITSM records, and collaborate with stakeholders to monitor performance and drive improvements.

Provide remote and face-to-face desktop support to users, manage incidents and escalations, collaborate with IT teams to resolve end-user computing issues across multiple sites, and deliver professional customer service.

Provide L1 network support from a 24/7 Network Operations Centre: monitor and troubleshoot network faults per procedures, handle customer-facing incidents, escalate appropriately, and work shift pattern (4 on/4 off). Develop skills across Cisco and Palo Alto technologies and support progression into higher engineering or consulting roles.