3

Operations

IT Network Operation Agent

Helper

Last Update il y a 7 mois

Activities

 Responding to queries via the service ticketing system and provide information

 Following up with customers to ensure full resolution of issues

 Providing technical assistance for questions and problems

 Diagnose, troubleshoot and fix issues

 Analyse and act on events detected by the monitoring tools (Event tool, performance, capacity,

security tools)

 Communicate about events and incidents occurring on a service

 Communicate about changes

 Liaise with 2nd and 3rd level of support for the resolution of incidents

 Request fulfillment for the requests that are not automated yet

 Escalate to the operations and quality manager

Requirements

 Education : Bachelor with good knowledge in computer sciences

 Internet technologies : DNS, HTTP, SSL, IPSEC, TCP, UDP, IP.

 Security Technologies

 Firewalls

 Proxy/ reverse proxy

 DNS

 Remote Access

 Load-Balancing

 Network principle (switching/routing)

 Bash/Perl Scripting

Skills required

 Customer and Quality focus

 Sense for pro-activity

 Team-spirit

 Experience in delivering in a production environment is considered as an advantage

 Ability to troubleshoot and diagnose problems

 Ability to communicate effectively to help users fix their issues and feel satisfied with the helpdesk

experience

 Writing skills in English for the update of operational manuals (SOP)

 Working knowledge, written and spoken, of English required. French desirable

Location and Times

 Provision of the above mentioned services are in Luxembourg or Brussels.

 Business shift hours: 7 - 19 Hours

 On-call permanence during nights or weekends (about 1 week every 5 weeks).


apply or query ? contact us at [email protected]

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