Operations
IT Network Operation Agent
Helper
Last Update 3 个月前
- 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
- 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
- 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
- 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]