Responsibilities
1. Communicating with and responding to customers about technical service incidents, events, and requests.
2. Analyzing and diagnosing errors and faults.
3. Proactively driving incidents through to resolution.
4. Collaborating with engineering teams in the UK, Vienna, and globally to manage new services, decommission services, and handle defect management.
5. Technically delivering change requests into live services.
6. Working with the Product Management team on continuous product improvement based on customer feedback.
7. Conducting site acceptance testing.
Your skills & experience should include:
1. First and/or second line support in an enterprise or cloud-based environment.
2. Experience with telecommunications systems (telephony/radio integration).
3. Knowledge of ITIL processes in a support environment.
4. Incident management and resolution skills.
5. Proficiency with Microsoft operating platforms, including cloud services.
6. Experience with Microsoft SQL Server deployment and management.
7. Understanding of WAN/LAN hardware, configuration, and management.
8. Qualifications such as Microsoft MTA or MCSA, Juniper, Cisco, & Dell are preferred.
9. Experience with virtualization (e.g., VMware) and enterprise storage solutions (e.g., NetApp, Dell, Fujitsu).
Technologies: MS Server, Linux, Active Directory, Group Policy Management, MS Certificates, KPIs, MS SQL, Gigaspace, Java, Network Configuration & Management, WSUS, UXMS, Azure Cloud, AWS Cloud, ESXi/HyperV/Virtualization.
Hardware: Cisco switches, Dell/Fujitsu/HP servers and user devices, SAN storage, Cisco LAN/WAN equipment.
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