Job expirat
Working within the Server Operations and/or TSC Line of Service providing email, server administration and 3rd line support services in accordance with defined service levels and targets. Assisting the Operations Manager / Regional Manager with the implementation of additional services for new and existing customers.
Technical Support
Performance of defined routine systems Administration and support tasks necessary to maintain systems at optimum working level.
Maintenance of Server systems at the appropriate software levels in order to maximise systems security, availability and reliability.
Take personal responsibility for allocated project activities ensuring completion within agreed timescales and budget
Act as the Change control technical authority and attend meetings as required
Process Development and implementation
Initiate and technically approve all significant changes to the environment.
Develop & test disaster recovery procedures that ensure rapid recovery to a “most-recent- best” version that will allow service continuity with minimum disruption.
Reduce system administration overheads by reviewing technical services updating operating procedures working other LoS
Adoption of company technical best practice standards and documented procedures within daily support duties
Service Delivery
Management of incoming incidents to ensure all incidents are assigned are processed in accordance with documented standards and within service level targets.
Management of Server environments in accordance with defined Service Levels.
Ownership and management of technical escalations assigned with concise updates at required intervals or upon request
Provide 3rd line operational support and monitoring of systems.
Perform trend analysis and proactively find and avoid problems before they occur, report on transition times to meet SLA e.g. point to point.
Performing “technology watch” for new software / services / management tools that could offer new or better functionality - for example end-to-end performance monitoring e.g. pay-for-use accounting systems.
Specialist Advice
Organise communication, consultation groups and training for a relevant parties. Provide consultancy support for external sales opportunities.
Proactively train, educate and share knowledge with colleagues to help overcome any shortfall in the requirements needed to do their job effectively. e.g. 1ts, 2nd and 3rd line areas. Advise support staff in how to resolve operational problems that do not respond to prescribed support methods
Be a technical escalation point for long-running or repetitive service incidents and develop systematic resolutions for such problems
Coordinate workload amongst Technical Support Specialist staff ensuring support is given and customer deadlines met
- 5 years minimum technology-specific experience or equivalent technical training
- Demonstrable record of achievement in Service delivery
- Ability to work autonomously and sustain individual performance under pressure
- Excellent communication and customer care skills
- An understanding of ITIL Service Delivery and Support disciplines and methodologies
- Analytical Thinking/Problem Solving – Complex
- Communication
- Customer Culture
- Flexibility
- Initiative
- Planning and Organising
- Leadership
Excellent career oportunities
Attractive salary package
The job is located in Timisoara.
Please note that only selected candidates will be contacted. All applications are treated with confidentiality.
Forte - a siemens company, representing Siemens Business Services in Romania, is one of the leading IT service providers on the Romanian market. The company offers the combined expertise and knowledge of more than 350 local IT specialists and the international know-how of Siemens Business Services. In Romania we operate a territorial infrastructure including 9 local branches and working points in every county. In cooperation with other Siemens companies, Forte Business Services provides its customers with complete industry solutions.