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.
