Nivel cariera

Senior (5-10 ani), Middle (2-5 ani), Entry (0-2 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

Iași


Context of the job:

With over 3600 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Veenendaal (NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in the Netherlands, Poland and Romania, where we have subsidiary companies for remote management and software development.  

 

Job mission:

You are part of the 3rd Level Team whose aim is to guarantee and maintain the functionality of our customers’ IT infrastructures. Your mission is to deliver 3rd line support for incidents & problems of internal and external customers, assigned to you by 1st and 2nd level Engineers. You will investigate in depth technical problems assigned to you by the STAID 1st and 2nd line by participating in a shift system that operates on 2 main shifts covering the time frame between 07:00 AM EET and 20:00 EET. In addition to those shifts that require your presence in the office, the Engineers also perform stand-by shifts, which are performed remote and are designed to cover the work load and critical issues outside Business Hours.

You will collaborate with several teams with different technical skills. You will interact with Customers and third parties in order to provide a timely resolution to our Customers’ issues.

 

Responsibilities:

  • Offer 3rd line support for our customers
  • Analyze incidents generated by our monitoring systems in order to quickly repair them
  • Analyze the support requests sent by our customers by phone, email or web submit
  • Timely update every support request assigned to your group
  • Accurate ticket documentation of the support request and troubleshooting steps taken
  • Take ownership and responsibility for all tickets assigned to your queue
  • Configuration, fine tuning and follow-up of Management Applications (SCOM, Zenos, etc.)
  • Ensure reports & specific client reports are delivered in time
  • Create trend analysis reports per client
  • Create change & maintenance requests prior to implementations
  • Maintain the operational systems/resources at customer sites
  • Provide technical training for other levels when new projects/tools are integrated within Cegeka
  • Provide management with possible enhancements regarding the clients’ infrastructures
  • Create and modify the technical procedures, manuals and processes for monitoring projects
  • Create the technical documentation for all new Cegeka integrations (Server documentation, Architecture documents, etc.)
  • Interact with the customer, by positively exposing Cegeka during the direct communication with customers
  • Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
  • Work in accordance with the Cegeka quality standards, procedures, processes and internal regulations
  • Maintain a strict adherence to change management procedures before performing any change
  • Attend trainings and team meetings


Candidates must possess:

  • +1,5 years in a similar position
  • Excellent knowledge and experience of Linux operating systems
  • Experience with either AIX or HP-UX (is considered an advantage)
  • Satisfactory knowledge of the following Linux distributions: RHEL, Debian, SLES, Mandriva
  • Good knowledge of enterprise class backup systems
  • Good knowledge and experience with enterprise Antivirus products
  • Basic knowledge of MySQL and/or PostgreSQL database administration
  • Fundamentals of networking knowledge (ssh, tcp/ip, iptables firewall)
  • Fundamentals of Storage networks
  • Fundamentals of virtual environments
  • 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

  Nice to have:

  • RHCSA and/or RHCE valid certification/s
  • Scripting skills would be a plus
  • Experience with Configuration Management Tools (is considered an advantage)

 

Abilities required:

  • 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

Offer (bonuses, benefits):

  • We leave you room to balance your work and private life - 22 days as annual vacation, plus extra days off according to internal policies
  • Private medical subscription, you can choose from 2 providers
  • Meal tickets
  • Free Gym Subscription - fitness, aerobic, pool
  • Preferential rates to 7Card subscription
  • Massage within the company premises
  • Team events (team-buildings, team hangouts, Christmas party, etc.)
  • Relaxation room (tennis table, darts, board games, X-box)
  • Access to various training programs (soft and hard skills trainings, according to the internal policies)
  • Continuous learning and improvement activities
  • Long term career development programs
  • Being part of a growing organization with Belgian roots