L2 Operations Specialist

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Employer: confidential
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 05.03.2018

    Skills and requirements:
    • Fundamental understanding of Windows & Linux Operating System (Server side); for example: understands job control, soft and hard links, and distinctions between the kernel and user space
    • Willingness to learn new things and technologies (middleware, network, storage)
    • Good spoken and written English
    • Experience using an enterprise ticketing system (SCCD/Service Now/Remedy/JIRA etc.)
    • Strong interpersonal and communication skills; capable of training users in applications, operating system fundamentals, and writing basic documentation
    • Understanding of ITIL process with appropriate fundamental accreditation
    • Excellent follow up and time control skills
    • Ability to work effectively with team members, multiple departments and vendors
    • Should be able to mentor junior member of the team
    • Should act as a role model
    • Ability to conceptualize problems
    • Extremely flexible if workflow is changing
    • Communicative competence (pro-active)
    • Team player
    • Self motivation
    Nice to have:
    • Ability to assess the impact of different network problems
    • Experience with various monitoring and alert systems and the operating procedures to produce optimal results
    • Previous experience with Fault and Performance Management tools (Nagios, Zenoss, Cacti, MRTG, IBM Tivoli Monitoring, Netcool or equivalent)
    • Knowledge of web applications and frameworks


    • Perform real-time proactive monitoring of servers, databases and network devices
    • Perform troubleshooting for diverse technologies based on existing procedures (highly diverse infrastructure environments)
    • Accurately log incidents within a ticketing system, documenting symptoms and perform event rating
    • Update assigned tasks in a timely manner; escalate as required to management, vendors and clients
    • Monitors multiple logs across diverse platforms to uncover specific activities as they occur from platform to platform
    • Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction
    • Interact with systems engineers, developers and other personnel to quickly troubleshoot, triage and resolve issues
    • Participate in 24x7 rotating shift schedule with ability to work day, evening, and weekends as required
    • Develop and maintain positive communications between Global Service Desk, Site Services and IT Infrastructure teams
    • Manage the intake and recording of information to ensure that it is accurate. Continuously evaluate the services provided and capture this information in the department's reports and metrics
    • Create and implement documentation and procedures to for alerting and escalation