Description de l'offre
Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any application based on Linux, or Windows and VMware and virtualization either clustered, and or load balanced. Works on assignments that are extremely complex in nature where a high degreeof independent judgment, initiative and technical knowledge are required to resolve problems. Works independently and has ability to handle most unique situations. Participates and provides inputs towards implementation of various hardware and software policies and procedures/support and maintenance. Involved in performance analysis, capacity analysis and configuration management for servers. Be able to learn new technologies and then train and lead resources on the technical procedures required for deployment. End to End ownership of supported services and a acts as mentor for L1 support professionals, participates in training sessions for new comers. Responsible of maintaining and achieving the agreed SLA.
KPI's: Numberof Trouble tickets closed verses Number of Trouble tickets assigned. Number ofTrouble tickets closed successfully verses Number of Trouble tickets closed. Number of trouble tickets closed according to the SLA. Ensure to meet the systems availability for all the backend systems excluding planned outage.
Putting Customers First
•Makes sure the team focus on delivering customer needs.
•Exceed customer expectations
Performing through our people
•Gives regular, constructive feedback.
•Respects other team members
•Offers help when the team is overworked
•Takes responsibility of mistakes, never points the finger at others.
•Has the highest standard of integrity.
•Makes the best use of available resources
•Meets deadlines, makes things happen
•Manages own time effectively
Managing a changing environment
•Shares own ideas, accepts suggestions from colleagues
•Acts quickly when change is needed
Dedication, sense of ownership
Ability to work in teams
Excellent oral and written communication skills.
Must be team oriented
Must have technical support experience via the phone and via direct customer facing
Must have systems support experience, preferably in a large production environment
Experience in working with professionals from other cultures
Excellent spoken and written English