Jayson Lee

Customer Support Technician @Gamma

Manchester, GB

Part of a newly formed team within a growing managed services function, working in a dynamic, startup-style environment. Responsible for end-to-end fault management, from initial triage to full resolution, using a range of diagnostic tools and technical processes to ensure minimal disruption to customer services.Key responsibilities include analysing and troubleshooting faults across infrastructure and connectivity layers, interpreting logs and system outputs, and collaborating with internal engineering and network teams for complex escalations. Customer support is delivered with a strong technical focus, including guidance on product functionality and configuration.Incidents are managed through a centralised ticketing platform, ensuring accurate documentation, timely updates, and SLA adherence. The role also involves adapting to evolving systems, taking on new technical responsibilities, and supporting continuous improvements in line with the managed services roadmap.