Engineer Back Office IT Operation

Purpose of the role 

2nd level support helps customers solve more technical issues usually by remote diagnosis via Internet online support in a timely manner. In contrast to the general first level support technician, a 2nd level support worker has to have real technical expertise in order to be able to help the customer

Responsibilities 

• Identifies the major activities/responsibilities of the position and statements that clarify key areas where the position must produce key results. 
• Resolving assigned incidents within SLA’s
• Providing 2nd and basic 3rd level support for the assigned IT services
• Initiating and Driving problem management activities in order to permanently remove incident root causes
• Cooperating with external vendors and internal departments who act as additional 3rd level support
• Maintaining effective communication channels with all parties involved
• Provide procedures, check lists and other documents for the Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
• Planning, documenting and performing changes and extensions for the applications managed
• Monitoring all relevant Services/Components via Splunk (including creation of dashboards, dedicated queries, alerts, reports, etc…)

Competencies 

• Good understanding of business processes and applications, SQL query tools and reporting tools
• Basic scripting and/or programming skills, SQL and Power Shell
• Relevant IT educational background with at least 2 to 4 years’ experience in an application support role
• Operational “hands-on” attitude
• Strong analytical, problem-solving and organizational skills

Skills 

• Customer service oriented
• Operational “hands-on” attitude
• Strong analytical, problem-solving and organizational skills
• Independent and self-motivating personality
• High quality standard levels
• Excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
• General willingness to travel
• Ability and willingness to work as “on call” engineer (24 hour on call duty)
• Ability to manage and respond to changes in priorities

Qualifications and education requirements 

• Relevant IT educational background with at least 2 to 4 years’ experience in an application support role, ideally experience with supporting Windows OS and SQL Servers, ERP/Processing systems
• Good hands on experience in supporting business applications in large or medium scale environments
• Experience in collaboration with software development teams or outsourcing contractors
• Good understanding of business processes and applications, SQL query tools and reporting tools
• Basic ability to debug Power Shell and batch code is a must (ability to read the code)
• Experience within an international environments
• Good database know how of either MS SQL or Oracle
• Basic scripting and/or programming skills, SQL and Power Shell
• Support experience for Splunk and SQL Server desirable
• Support experience Citrix based applications of advantage
• Experience in end user training of advantage
• Desirable: ITIL certification
• Excellent English language skills (oral & written)

Read Full Description