OC Prod is a consulting company in Management and Organization, founded in 2005 in Romania, which currently operates in 6 countries on 4 continents (Canada, Morocco, France, Romania, Vietnam, China).
OC Prod is an international recruitment agency, specialized in areas such as engineering, medical, retail. IT, Finacial, BPO etc.
We are involved, together with our clients, who are also our partners in developing and implementing projects.
•Experience working with Service Desk systems and in an IT Helpdesk environment
•Understanding and awareness of the ITIL framework
•Experience working a shift-work Environment
•Practical understanding of networking - routing, subnets, UDP, TCP, IP, VLAN, VM, DNS & DHCP.
•Must have ability to communicate complex technical problems concisely and professionally to technical and non-technical audiences.
•Ability to follow documented processes, as well as, update and maintain documentation and knowledge bases.
•Knowledge of Microsoft Enterprise systems, Outlook, SharePoint; Office suite Word, PowerPoint; including an advanced understanding of Excel and parsing data.
•Knowledge and experience with Virtual machine systems
•Experience supporting remote components
•Ability to work independently in a fast-paced environment and manage multiple projects while maintaining a high quality of work
•Team player, but able to work independently
•Resourceful, proactive and innovative - identifies issues and implements solutions, as required
•Flexible and at ease in an environment with constant change
•Advanced English and communication skills (both written and verbal)
•Strong analytical and troubleshooting skills
•Highly organized with attention to detail and strong time management skills
•Extremely strong customer service orientation
•Troubleshooting experience with hardware, software, and network connectivity issues
•Weekend and shift-work required
•Resolve service requests and incidents with a focus on customer experience
•Open and track incidents as they appear, troubleshoot, resolve and/or escalate when needed
•Ensure that all data follows RPM tracking and security protocols
•Create and maintain department knowledge base and run books
•Perform audits of current infrastructure, documentation and applications
•Remotely maintain hardware and troubleshoot and resolve issues for global locations
•Run systems and application user acceptance tests in accordance with a test plan
•Troubleshoot issues related to production and non-production systems
•Manage incidents end-to-end including facilitation of root cause analysis
•As directed, interface with customers, partners, vendors and stakeholders worldwide
•Effectively communicate with all levels of the organization
•Perform other related tasks as necessary
•Bachelor’s degree in related area of study or equivalent experience