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.