Job expirat
Third line support for our Customers
Analysis of incidents generated by our monitoring systems in order to quickly repair the incidents
Analysis of support requests sent by our customers by phone, email or web submit
Timely updates for every support request assigned to your group
Accurate ticket documentation of the support request and troubleshooting steps taken
Ownership and responsibility for all tickets assigned to your queue
Configuration, fine tuning and follow-up of Management Applications (SCOM, Nimsoft, etc.)
Ensure Reports & specific client reports are delivered in time
Creation of trend analysis reports per client
Creation of change & maintenance requests prior to implementations
Maintenance of operational systems/resources at customer sites
Technical training for other levels when new projects/tools are integrated within the company
Provide Management with possible enhancements regarding the clients’ infrastructures
Creation and modification of technical procedures, manuals and processes for monitoring projects
Technical documentation for all new company integrations (Server documentation, Architecture documents, etc.)
Customer Interaction, by positively exposing the company during direct communication with customers
Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
Working in accordance with the company quality standards, procedures, processes and internal regulations
Strict adherence to change management procedures before performing any change
Attendance in trainings and team meetings
3+ years in a similar position
Excellent knowledge and experience of Linux operating systems
Good knowledge of enterprise class backup systems
Good knowledge and experience with enterprise Antivirus products
Fundamentals of networking knowledge (ssh, tcp/ip, iptables firewall)
Fundamentals of Storage networks
Fundamentals of virtual environments
Basic knowledge of MySQL and/or PostgreSQL database administration
Analytical, technical and diagnostic skills
Communication and time management skills with the ability to track and ensure the success of multiple simultaneous projects
Demonstrated ability to identify process improvement opportunities, demonstrated knowledge of change management, and experience implementing new process/technology to standardize operations
Ability to adapt quickly to constantly changing business priorities
Strong desire to work in a collaborative environment
Other Requirements:
Professionalism is required in all communication with the clients (phone calls, emails)
Initiative is required in day to day tasks
Passion for IT and strong interest in self-development
Strong team spirit and involvement
Punctuality and flexibility; Schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluation
Ability to listen, learn and improve
Excellent English skills, both written and verbal
Willing to travel
Meal Vouchers
Medical Insurance
External Trainings Reimbursement
Organized Team Events offered by the company (team-buildings, free time activities such as paintball, football, etc.)
A dynamic working environment that will ensure your personal and professional development