1st level Operations Engineer

Angajator: VON Consulting SRL
Domeniu:
  • IT Hardware
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: Student/Absolvent
    Orase:
  • BUCURESTI
  • Actualizat la: 10.12.2018
    Scurta descriere a companiei

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Cerinte

    -Interfaces: primarily interacts with FO engineers and BO engineers, customer technical staff, Incident Managers, Technical Coordinators and Line Manager
    -Work in an international environment, with customers and suppliers
    - Work in Day or -Night shift, but should in all cases be capable to do a regular Flexi shift (to cover illness, vacation, training etc)

    Responsabilitati

    -Network surveillance, 1st level restoration and preventative maintenance
    -Monitor, perform troubleshooting, fault acknowledgement and fault analysis
    - Work with the application for trouble ticket management
    -Maintain the service delivery level within the agreed SLAs
    -Follow-up on incidents, registered but not solved, escalated to next level support.
    -Interpret / understand technical information and prepares technical documentation
    -Working independently and within team to keep the competence and skills up to date
    -Solve standard problems based on the existing procedures
    -Controls and manages complex technical situations/projects in a calm and professional manner (required to provide technical input in technical conference bridges)
    -Use effectively telecom knowledge to manage faults and customer demands
    -Ensures first level support, preparation and consolidation of all changes performed in own competence domain area.
    -Ensures the fault management process & methods, acting as a first line trouble shooter by performing a technical impact analysis of every incident.
    -Apply change management process in place
    -Notifies incidents to the customer, management and other possible stakeholders (client facing entities, vendors, technical support) and follows the escalation matrix ---Accountable to create a trouble ticket for any fault in the network and takes responsibility that WLA/SLA objectives that are meet.
    -Expected to stay informed of current news, system information, changes and updates relevant to our user community
    -The FO Technician monitors the alarms and prioritizes the service impact in case of technical issues that affect the customer’s network, both reactive as preventive
    -Comply with: Trouble Ticketing Handling Process, Management Escalation Process, Critical Escalation Process, Customer Service Level Agreements, Conference Bridge Etiquette Process
    -Support in developing a training plan and giving trainings for technicians at lower career stages.
    -Follow instructions and recommendations from Shift Leader, Technical Coordinator and Team Leader