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NOC Specialist L2

Heads Talent Solutions

Beograd
Intermediate
10.08.2021.

We have partnered with one of the leading software and services-led enterprise provider in the financial, retail and hospitality industries.

Due to their expansion, we are looking for motivated network/Infrastructure professionals to join their team in Belgrade.

Position Summary:

Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction

Roles and Responsibilities:

  • Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
  • Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
  • Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents;
  • Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees
  • Responsible to fulfill customer requests in accordance to established, standardized Change management processes and procedures;
  • Initiate dispatch of Company's Customer Engineers or third-party maintenance providers when required
  • Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

Pre-requisites: 

  • CCNP level or equivalent networking background is needed, CCNP certification is preferred
  • Experience supporting Cisco Routing, Switching, and Wireless solutions 
  • High school diploma required/University degree preferred
  • Relevant work experience 3+ year preferred 
  • General knowledge of remote support technologies and strategies 

Skill Requirements: 

  • Proven background in supporting multiple IT products and technologies
  • Proven experience with IT Troubleshooting processes and procedures
  • Very good knowledge of remote support technologies and strategies
  • Good general IT knowledge and skills
  • Good MS Office knowledge
  • Good interpersonal skills
  • Good verbal and written communication skills

Special Requirements: 

  • Taking ownership and responsibility for customer requests
  • Ability to follow and create procedures
  • Ability to perform under pressure
  • Innovative attitude, stress resistant, team player, flexible
  • Independent worker, logical thinker

Languages:

  • English B2 (written and verbal), with good understanding of technical English

Note: We will consider only shortlisted candidates.

Posao System Administrator / Engineer, Beograd (43 oglasa)

SLIČNI OGLASI PO KRITERIJUMU BEOGRAD, SYSTEM ADMINISTRATOR / ENGINEER
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