Job Title | Responsibilities | Requirement: | UNIX Technical Support Engineer | •
Account Champion – be Single Point of Contact for any technical issues for a certain account•
Knowledge Transition Lead -- Ensure project deliverables (documentation, RTPA, etc) are met in conjunction with transition timelines. Work closely with I&T Manager to properly inbound upcoming account•
Problem Management -- Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends •
Change Management -- Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. •
Incident Management – Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support•
Capacity Management -- Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA).•
Release to Build and Test – Implement or adapt service support according defined project. Assist and prepare Acceptance-for-Support session.•
Configuration Management -- Keep Configuration Management tool up to date, as directed by TL or account team.•
Certified Internal Trainer -- Responsible in conducting process or technical-related trainings to the organization -- Responsible in creating/reviewing modules for trainings•
Provide documentation and training for L1/L2 -- Follow training plans, requirements and schedules as outlined by the Manager. Create runbooks for L1/L2 teams’ use•
Being responsive to clients whilst following the principles and procedures of the quality management system·
Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit |
- Degree in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent experience.
- Formal IT qualification (certifications)
- 2-5 years experience within IT Operations, infrastructure services support (Systems and Network management), operations monitoring and end user support.
- In-depth knowledge of the technology. Minimum of 2-5 years technical knowledge of the applicable Technology that you will be responsible for. Must be able to demonstrate troubleshooting and problem solving skills.
- Technologies would include: Linux, HP-UX, Sun Solaris, and or AIX
- Excellent understanding of ITSM\ITIL processes. Preferably ITIL trained.
- Project Management exposure is a plus
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Flexible, working in shifts, performing standby activities on operational basis | Wintel Technical Support Engineer | ·
Account Champion – be Single Point of Contact for any technical issues for a certain account·
Knowledge Transition Lead -- Ensure project deliverables (documentation, RTPA, etc) are met in conjunction with transition timelines. Work closely with I&T Manager to properly inbound upcoming account·
Problem Management -- Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends ·
Change Management -- Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. ·
Incident Management – Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support·
Capacity Management -- Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA).·
Release to Build and Test – Implement or adapt service support according defined project. Assist and prepare Acceptance-for-Support session.·
Configuration Management -- Keep Configuration Management tool up to date, as directed by TL or account team.·
Certified Internal Trainer -- Responsible in conducting process or technical-related trainings to the organization -- Responsible in creating/reviewing modules for trainings·
Provide documentation and training for L1/L2 -- Follow training plans, requirements and schedules as outlined by the Manager. Create runbooks for L1/L2 teams’ use·
Being responsive to clients whilst following the principles and procedures of the quality management systemIdentify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit |
- Degree in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent experience.
- Formal IT qualification (certifications)
- 2-5 years experience within IT Operations, infrastructure services support (Systems and Network management), operations monitoring and end user support.
- In-depth knowledge of the technology. 2-5 years technical knowledge of the applicable Technology that you will be responsible for. Must be able to demonstrate troubleshooting and problem solving skills.
- Technologies would include: Windows 2000, Windows 2003, Windows 2008, Active Directory, Citrix, VMWare, Hyper-V
- Excellent understanding of ITSM\ITIL processes. Preferably ITIL trained.
- Project Management exposure is a plus
·
Flexible, working in shifts, performing standby activities on operational basis | Database Technical Support Engineer | ·
Account Champion – be Single Point of Contact for any technical issues for a certain account·
Knowledge Transition Lead -- Ensure project deliverables (documentation, RTPA, etc) are met in conjunction with transition timelines. Work closely with I&T Manager to properly inbound upcoming account·
Problem Management -- Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends ·
Change Management -- Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. ·
Incident Management – Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support·
Capacity Management -- Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA).·
Release to Build and Test – Implement or adapt service support according defined project. Assist and prepare Acceptance-for-Support session.·
Configuration Management -- Keep Configuration Management tool up to date, as directed by TL or account team.·
Certified Internal Trainer -- Responsible in conducting process or technical-related trainings to the organization -- Responsible in creating/reviewing modules for trainings·
Provide documentation and training for L1/L2 -- Follow training plans, requirements and schedules as outlined by the Manager. Create runbooks for L1/L2 teams’ use·
Being responsive to clients whilst following the principles and procedures of the quality management system·
Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit |
- Degree in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent experience.
- Formal IT qualification (certifications)
- 2-5 years experience within IT Operations, infrastructure services support (Systems and Network management), operations monitoring and end user support.
- In-depth knowledge of the technology. 2-5 years technical knowledge of the applicable Technology that you will be responsible for. Must be able to demonstrate troubleshooting and problem solving skills.
- Technologies would include: Oracle 9i & 10g, MS-SQL Server, Sybase, Informix, DB2, MySQL
- Excellent understanding of ITSM\ITIL processes. Preferably ITIL trained.
- Project Management exposure is a plus
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Flexible, working in shifts, performing standby activities on operational basis |
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