What you'll be doing:
Be the first point of escalation for customer-generated calls.
Planning, developing, and implementing effective strategies, policies, and procedures to achieve short and long–term plans and objectives.
Supporting The Customer – Working on issues raised by clients and monitoring tools, understanding the different business needs of the customers, and recording all key information to support them. Support can be via phone, email, and Monitoring tools.
Achieving SLA targets – Managing your time to prioritize urgent tickets while ensuring all requests meet the contracted SLA.
Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly.
Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, E-mails, and system updating to aid the support process and allow other parts of the business to effectively manage the end-to-end process.
Monitoring Customers – This will include monitoring the performance and capacity of computer systems and providing in and out-of-hours monitoring support to all customers.
Communicate any ongoing issues to relevant teams including the day shift engineers to ensure no time is wasted on repeat troubleshooting.
Responding to backup monitoring tickets to ensure successful backups have been taken based on the customer’s schedules.
Fix any issues with backup errors or failures.
Raising cases with 3rd party backup vendors for supported products.
What we're looking for:
Proven customer service/helpdesk/NOC experience.
Background in supporting enterprise networks ideally holding or working with computer systems.
Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range of technologies and services.
Proven knowledge of working in an ITIL service environment and adhering to strict SLAs.
Excellent communication skills.
Experience Required:
Knowledge of Microsoft Windows Server.
Knowledge of Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above in an enterprise environment.
Good understanding of mail technologies.
Good knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, and VLANs
Experience in installing, configuring and managing switches and routers.
Should have strong technical experience/expertise with backup software.
Experience of patch management deployment/Windows Software Update Services.
Good knowledge of Microsoft Windows 7 and above.
Good experience with monitoring tools.
Experience with Customer oriented services.
Location:
Bucharest (On Site)
Benefits:
An extra day off for 3 years of seniority in the company;
Certifications;
Continuous professional development possibility;
Gym subscription via 7Card;
Christmas bonuses, etc.;
Project and performance bonuses.
We offer a great opportunity to develop a career in IT, in a young team and an excellent learning environment.
We are looking forward to meeting you!