Provide 3rd-line technical support across infrastructure, networking and security in a 24/7 DuPont shift rota. Support firewalls, routing/switching, SD‑WAN, Cisco ISE/Meraki Wi‑Fi, SIEM, DLP, vulnerability management and endpoint protection. Maintain client relationships, perform site visits when required, and help deliver automation-first managed services.

Lead technical escalations and major-incident resolution for managed services customers. Own delivery and compliance of customer contracts, support Technical Delivery Leads on initiatives, and train/onboard technical teams. Act as primary escalation point for complex infrastructure, network, and security issues while managing stakeholder engagement and customer satisfaction.