First Line Support Technician

Cegeka has preserved its family business spirit to this day. Cooperation, respect and development are our foundation. Development is crucial not only in technology, but also on an individual level. We believe that we can only grow if our employees do the same.

We are in a continuous dialogue about how to make that happen, whether it's about your personal development plan, a hangout party or a financial wellbeing session. Get ready for an informal and pragmatic style, that gives you plenty of space to express yourself while growing!

We are looking for a Support Technician to join our First Line Team in Cegeka Romania, team which handles medium-complex infrastructures, mainly enterprise environments. The team has 15 members in Romania and collaborates with colleagues from Romania and Belgium to ensure that the quality of the services provided is at the highest level.
As a member of this team, you will mostly be involved in monitoring the infrastructures of our customers, perform checks and handle incidents as a SPOC. You will investigate the incidents and escalate the ones that you can’t handle to the specific technical groups (Wintel, Linux/Unix, Virtualization, Network&Security, etc.). We have an internal knowledge base which is permanently updated by the technical teams, in order for you to have access to technical options when solving an incident.
You will also make sure that the infrastructures are up and running and that the incidents are acknowledged and resolved in the agreed time frame. In addition to that, another part of your activity will include performing proactive daily checks of the different environments.
As tools you will interact on a daily basis, you have Unified Dashboard for monitoring, VDP for Checks and CA ticketing system.
In terms of working hours, the team operates on a 24 by 7 basis. There are 3 main shifts: 07:00 – 15:30, 15:00 – 23:30 and 23:00 – 07:30.
We are ITIL certified, which means that we respect specific standards for the procedures and operational flow we have in place, which are implemented division-level. In addition to that, in order to increase efficiency and transparency in terms of team interaction and communication, we periodically have 121

meetings and team meetings, which help us deliver our services continually while not overburdening the team members

What you need to know:  Good knowledge of common ICT technologies in general (Servers, PC, VMWare, Backup solutions, Networking, Printers, etc…)  English – Advanced

What you need to be:  Graduate of Computer Science or equivalent  Willing to work in a procedural environment, where initiatives and proactiveness in encouraged  Learning oriented person  Customer oriented - professionalism is required in all communication with the clients (phone calls, emails)  Punctual and flexible - schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluatio

What you need to do:

- Monitor the customers’ IT infrastructures (servers, network devices, applications)
- React on all alerts as defined within the process binders
- Analyze the support requests sent by our customers by phone or email
- Timely log every support request in the ticketing systems
- Accurate ticket documentation of the support request and troubleshooting steps taken
- Follow-up on tickets and escalate in accordance with priority, impact and SLAs
- Offer regular feedback to the affected customers on the status of the support request in accordance with priority
- Take ownership and responsibility for all incidents you handle and document the tickets in order to provide all the necessary information to the next technical level
- Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
- Work in accordance with the company’s quality standards, procedures, processes and work instructions
- Attend trainings and team meetings
- Also: be a colleague and not only a team member – and a very good one!

What we offer:

- Headquarters in the centre of Bucharest (Victoriei Square)
- Flexible working environment within a dynamic team
- 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
- Meal tickets
- Benefits Program (an online platform that adds additional benefits, from discounts to various shops and brands, to vacations, sports & wellness facilities or training programs)
-Free Gym Subscription - fitness, aerobic, pool (according to internal policies) Preferential rates to 7Card subscription
- Preferential rates to a dental clinic
- Guidance and support for different loans, from one of our partner, a financial broker company
- Massage within the company premises-
- Team events (team-buildings, team hangouts, Christmas party, etc.) -
- Relaxation room (foosball, darts, board games, X-box, etc.)
-Access to various training programs (soft and hard skills trainings, according to the internal policies)
- Being part of a growing organization with Belgian roots