Windows Support Engineer (L2)
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With over 4000 employees, Cegeka is one of the most important independent ICT providers in the Benelux (Belgium, the Netherlands, and Luxembourg). We help our customers with the development and implementation of applications, infrastructure, managed services, outsourcing, user support, desktop management, technical on-site support and consultancy.
On the Romanian Market, Cegeka has more than 500 employees in two offices: Bucharest and Iasi.
We have 3 Business Units: Applications, Infrastructure and Professional Services.
Cegeka’s mission is to help customers survive and thrive in a world where the rules of the game are constantly changing. We do this by “unburdening” C-level decision makers and helping them become digital to the core.
The world of IT is mostly about cold, hard facts and figures. These, of course, are crucial. But we want to make a difference: with our human approach, our empathy with customers’ business pains, and our commitment to make a tangible difference.
The “real” Cegeka cannot be summed up in one definition, as it is a patchwork of different people, cultures, talents, personalities and customers. It’s exactly this diversity, and the fact that we succeed in delivering great projects together, that makes us who we are.
However, Cegeka employees are expected to rally behind a set of values and principles such as ownership, curiosity, agility, entrepreneurship and respect. And everyone is expected to step out of their comfort zone when it comes to solving our customers’ problems.
We are eager to meet you and answer your questions. See you soon!
We are looking for an Windows Infrastructure Engineer to join our 2nd level support team, team that handles medium and large infrastructures, mainly enterprise environments. The team spans across two offices, in Bucharest and Iasi and collaborates as well with other infrastructure colleagues from Belgium, The Netherlands, Austria and Germany to ensure that the quality of the services provided is at the highest level.
As a member of the team, you will be involved in management activities of our customers IT infrastructures and troubleshooting technical issues. You will need to make sure that the incidents assigned to you are acknowledged and resolved in the agreed period. In addition to that, your activity will include performing maintenances and implementation of changes within the customer’s infrastructure.
Currently the Cegeka Global Managed Services Center (CGMSC), of which your team is part of, is managing around 5000-6000 servers for over 150 customers, all located abroad. The team members solve incidents for each and every one of these customers, thus interacting with multiple technologies: Windows Server OS, SCCM, SCOM, SAN Infrastructures, Backup and Virtualization solutions, Cloud services (AWS/Azure), Antivirus Solutions etc…
The team’s activity is supported by ticketing tooling - CA Unicenter Service Desk (CA USD) and a Unified Dashboard, which integrates multiple monitoring tools (SCOM, Zenoss, etc.). We have a Knowledge Base (KB) implemented, where you will find documentation, articles and procedures uploaded by other team members.
CGMSC offers 24/7/365 support and availability to our customers, therefore you will be working in shifts. The team has day and night shifts during weekdays (the night shift starts on Sunday evening and ends on Friday morning), the duration of a shift is 8h30min (break included). Currently, the team operates on four shifts: 07:00 AM - 15:30; 11:30 AM - 20:00, 13:30 – 22:00 and 22:00 – 06:30 AM). In addition to those shifts that require your presence in the office, every engineer also performs stand-by shifts, which are performed remotely and are designed to cover the critical issues that can arise during weekends and ensure a backup for the person who is on the night shift during weekdays. We also have a companywide working from home policy in place.
Our service delivery model follows the ITIL framework, which means that we respect specific standards for the procedures and operational flow we have in place, which are implemented corporate-wide. From a governance perspective, our management team ensures recurrent 1to1 and team meetings are organized to support both the growth and development of our team members, as well as to provide transparency and context for the business decisions and overall direction.
What you will do:
Offer 2nd line support for the customers managed by your team
Ensure the day by day maintenance of the IT infrastructures of our customers
Analyze tickets generated by our monitoring systems in order to quickly repair them
Analyze the support requests sent by our customers by phone, email or web submit
Timely update every support ticket assigned to your group
Ensure timely and qualitative delivery according to the release process and perform the necessary follow-up on this
Accurate ticket documentation of the support request and troubleshooting steps taken
Take ownership and responsibility for all your assignments
Maintenance of operational systems/resources at customer sites (Windows Server Updates, Hypervisor Upgrades, Hardware Upgrades, etc…)
Interact with the customer, by positively exposing Cegeka during the direct communication with customers
Work in close collaboration with your colleagues and customer to ensure that service delivery is at the highest standard
Work in accordance with the Cegeka quality standards, procedures, processes and internal regulations
Attend trainings and team meetings
Respect deadlines and procedures agreed at team level or with the customer
Bring your contribution to ensure that the SLAs are met
What you need to know:
Very good knowledge of Microsoft Windows Server Platforms (2008 / 2012 / 2016)
Good knowledge in working with and troubleshooting Active Directory Services, DNS, DHCP, IIS, File & Printing, Storage Spaces, Clustering Services, Certification Authority
Basic knowledge & experience with Direct Access is a plus
Good knowledge of WSUS and SCCM
Good knowledge of Azure IaaS & PaaS solutions; AWS knowledge is a plus
Good knowledge of virtualization platforms: ESXi & Hyper-V
Basic knowledge of Microsoft SQL Server administration
Very good understanding of server hardware fundamentals
Basic knowledge & experience with enterprise class storage subsystems
Very good knowledge of at least one enterprise class backup system
Very good knowledge and experience with enterprise class Antivirus products
Very good understanding of networking fundamentals
Basic knowledge & experience with SCOM is a plus
Experience with PowerShell & VBS is a plus
What we expect from you:
You have 2+ years of experience in a similar position
You are friendly and professional in dealing with the customer and are able to demonstrate customer focus
You have a strong desire to work in a collaborative environment
Have a strong desire to adopt new technologies and keep the pace with an ever growing customer and technology base
Able to identify process improvement opportunities
Bring structure in your work
Be result-driven with a keen eye for quality
Familiar with the ITIL Framework (Certification is a plus)
Adapt to constant changing business priorities
You are stress resistant and can cope with SLAs and deadlines
Be open to improvement and committed to taking initiative
Be passionate towards the IT industry and interested in self-development
Have strong team spirit and get involved in the development of the team
Be punctual and flexible
Be willing to listen, learn and also share your knowledge with the team
Excellent English skills, both written and verbal
Be willing to travel
Be a colleague and not only a team member
Proactively contribute to building and maintaining a focused and positive atmosphere within the team
What we offer:
We leave you room to balance your work and private life - 22 days as annual vacation, plus 1 day added at every 3 years within the company
Private medical subscription, you can choose from 2 providers
Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
Preferential rates to 7Card subscription
Massage within the company premises
Team events (team building, team hangouts, Christmas party, etc.)
Relaxation room (tennis table, darts, board games, X-box, etc.)
Access to various training programs (soft and hard skills trainings, according to the internal training policies)
Continuous learning and improvement activities
Long term career development programs
Being part of a growing organization with Belgian roots