L2 Business and Technical support technician

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

- Basic technical knowledge with a minimum of 1 year of IT support experience
- Basic ITIL knowledge : Incident, Problem, Change management
- Basic understanding of following concepts: database, application server, programming language
- Basic knowledge of networking (TCP/IP, etc.)
- Working operating capability in PC, operating systems and network utilities
- Excellent customer handling skills
- Excellent written and verbal communication skills
- Very good level of English language (B2 minimum)
- Willing to work in day shifts and available to work in a 24/7 schedule within approximately 1 year
- Outstanding analytical abilities, multitasking and result oriented
- Self-motivated and proactive to solve problems and accomplish assignments
- Highly reliable, team player

Our client is a member of an international retail group, and at the moment they are developing an IT shared services department that will provide second level support to their clients (countries part of the retail group).

As L2 Business and Technical support technician your mission will be to:

- Handle tickets received from first level support teams
- Provide continuous monitoring of all IT resources and recurring operations
- Ensure that the services provided to our customers are continuously available and performing up to Service Level Agreement (SLA) performance levels in accordance with the quality assurance and recovery plan.

Key Responsibilities:

- Assimilate knowledge related to IT systems structure, used applications and agreed way of working
- Handle all queries, of different complexity, coming from first level support and solve them within assigned SLA or escalate them to third level support according to the existing procedures through ticketing systems
- Analyze and diagnose all events detected on the network, servers, applications, databases, daily flows etc. and correct or escalate them based on competence area
- Continuous monitoring of IT equipment and services, responsible with their restoration in case of partial or total failure
- Release into production solutions developed by L3 (like monthly batch, corrective patches etc)
- Monitor recurrent back-up operations
- Based on daily monitoring, optimize system or component performance
- Actively involved in creation and updating working procedures
- Document and share problems encountered and techniques used to solve them, for future reference
- Cross training with different support groups on topics related to assigned activities
- Responsible, together with the team, with maintaining the knowledge database updated
- Promote and maintain a high quality, professional, service and attitude.