Areas of Expertise

  • IT - Software Development
  • IT - Database Administration
  • IT - DataWarehouse & BusinessIntelligence

  • IT - Architecture
  • IT - Application Support
  • IT - Design (Graphics)

  • IT - System / Network Administration
  • IT - Management / Project Management
  • IT - Quality Assurance / Testing

  • IT - Business Analysis
  • IT - Consultancy
  • Telecom Engineering

  • IT - Hardware
  • IT - Marketing
  • IT - Sales

  • IT - Business Development
  • Automation
  • Finance

  • Human Resources
  • IT - Audit / Security
  • Office management / Administration

  • IT - Management / Executive Management
  • IT - Team Leading / Coordination
  • IT - SAP Consultancy/Development

Open Jobs

L2 Business and Technical support technician

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.

Candidate Profile:

- 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