Activities Responding to queries via the service ticketing system and provide information Following up with customers to ensure full resolution of issues Providing technical assistance for questions and problems Diagnose, troubleshoot and fix issues Analyse and act on events detected by the monitoring tools (Event tool, performance, capacity, security tools) Communicate about events and incidents occurring on the service Communicate about changes Liaise with 2nd and 3rd level of support for the resolution of incidents Request fulfilment for the requests that are not automated yet Escalate to the operations and quality manager Location and Timing issues Provision of the above mentioned services basically in Luxembourg, with a possibility to work in Brussels about 1 day per month.
Business hours : 7H-19H >
being able to regularly start at 7AM and being able to regularly end at 7PM On-call permanence during nights or weekends (about 1 week every 5 weeks).
Profile Requirements : Education : BAC with good knowledge in computer sciences Internet technologies : DNS, HTTP, SSL, IPsec, TCP, UDP, IP.
Security Technologies : Firewalls : CheckPoint, Fortinet and Juniper Firewalls Proxy / reverse proxy : BlueCoat DNS : Bind Remote Access : Pulsecure Load-Balacing : F5 Network principle (switching / routing) Bash / Perl Scripting Skills required : Customer and Quality focus Sense for pro-activity Team-spirit Experience in delivering in a production environment is considered as an advantage Ability to troubleshoot and diagnose problems Ability to communicate effectively to help users fix their issues and feel satisfied with the helpdesk experience Preferably : knowledge of technologies used in the present call for tender Writing skills in English for the update of operational manuals (SOP) Working knowledge, written and spoken, of English required.