IT Network Operation Agent


Last Update a year ago

- 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


- 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


- 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]

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