Support Specialist (Linux Tier 2)

Working area

Computing, engineering, science professionals
   Computing professionals
        Computing professionals not elsewhere classified

JOB DESCRIPTION:

The IT Operations (ITO) department is responsible for all Network, Telecommunications, Infrastructure, Systems, and Support services globally. This group of highly skilled and technical individuals plays a vital role in ensuring business success through product and service management, provisioning, and uptime of these vital services. As an online (always-on) business, any service downtime has a direct and measurable impact on turnover and revenue; therefore, all ITO functions are 24×7 and work together to safeguard the business’s products and services, ensuring uptime is maintained. IT Operations Support (ITOS) focuses on proactively preventing or reactively minimizing and mitigating the impact of any disruption to service availability and performance through expert knowledge, monitoring, alerting, incident management, and root cause analysis. As an ITO Support Specialist, you are the second tier of the support team in charge of making sure any incidents, monitoring events, or service requests are quickly identified, logged, communicated, and appropriately dealt with either through known resolution procedures or escalation. You will work closely in tandem with first and second tier support teams, and other IT functions such as infrastructure, networks, telecoms, enterprise applications, and software development. Given the highly visible nature of the support team within the organization, as a Support Specialist you will be measured on your ability to accurately handle, log, and communicate issues as they arise in a timely manner, and to ensure mean time to resolution is kept to an absolute minimum, while aiming to reduce escalations to Tier 3 support and other IT functions whenever possible. Key Responsibilities: o Provide comprehensive second-tier IT support for the efficient resolution of incidents and requests. o Take ownership of higher-priority incidents and ensure that they are handled and followed through to completion. o Provide technical guidance and assistance to Tier 1 support in the effective resolution of lower-priority incidents. o Handle multiple incoming Events and Reports: acknowledge, interpret, prioritize, document, investigate & resolve (or escalate), and notify. o Work closely with the Problem Management team for Root Cause Analysis of incidents. o Execute action items including continuous improvement and problem management tasks, operational acceptance testing, and monitor configuration. o Thoroughly document all work including standard operating procedures and projects. o Assist with ensuring Operational Readiness of all products and services. o Execute or assist with production changes (deploys, etc.). o Provide excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure customer satisfaction. o Identify potential systems problems and escalate to internal or external teams for resolution. o Continuously develop and improve on technical aptitude and service knowledge, skills, and abilities. o Perform related tasks as needed or assigned. Requirements: o Computer Science degree or technical certificate with three or more years of technical support experience, OR comparable training with technical support experience. o Excellent English communication skills, both verbal and written. o Strong understanding of hardware, information security, networking concepts, and enterprise applications. o Strong familiarity with supporting high-volume eCommerce websites. o General understanding and familiarity with supporting a broad spectrum of environments, systems, and software, including (but not limited to) Linux, Windows, Apache, Nginx, SQL, and Java-based applications. o Ability to quickly analyze issues and determine possible causes, and to identify appropriate solutions or escalation paths. A high aptitude for problem solving is required. o Ability to understand and empathize with customer concerns/issues, remaining committed to providing quality results. o Ability to apply discretion resulting in appropriate/desired resolutions. o Understanding of the software development lifecycle and Agile/Lean principles. o Autonomous, detail-oriented, highly organized, and quick to adapt to changes. o Ability to work on a rotational shift basis, on weekends, and outside of typical business hours. o Ability to connect and build relationships with customers via virtual methods, phone, email, and instant messaging. Desirable Skills/Qualifications: o Experience in a technology support organization. o Experience supporting remotely located end users and systems, and an understanding of the impact of technology on the business. o ITIL® Foundation certification.

Work hours:

• Without entering work hours
  

Requirements

source: https://www.ec.europa.eu/eures

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