Support Engineer, Collaboration
7d ago

Role purpose

Responsible to perform daily operations, on call duty activities, project activities, service optimization, deployment executions and service ramp up on the Global collaboration platforms.

Services are deployed on complex corporate environments integratedwith Local Platforms, Global Platforms and Platforms of suppliers.

Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).

Recognise set-updependencies, support troubleshooting and arbitrate between providers for issue handling. Strong focus on the technical coordination of the setup and implementation of deployments.

The activities for the transitioning of a solution / deployment to its launch include the coordination of the set-up, integration, configuration, trouble management and maintenance of the system.

Key accountabilities and decision ownership :

Collaboration Domain Services Operation day-to-day tasks

Collaboration services KPIs & SLA compliance

Successful delivery of assignedproject tasks

Continualservices improvement

Core competencies, knowledge and experience :

IT services Operation & delivery (ITIL based)

Service Support and troubleshooting

Professional Business communication

Keyperformance indicators :

Services Availability :

Services availability for all Collaboration Services according to Business Premium SLA at 99,0 % - 24 / 7 operational KPIs

Incident Management :

Ensure an incident resolution compliant to SLA in order to ensure employee productivity

Reduce customer incidents in order to improve user experience

Reduce the average time to resolution of customer incidents and service requests in order to improve user experience

Change Management :

Changes handled compliant to change management process 99,9%

Changes finishedin accordance with implementation plans 99%

Other ITIL Processes :

Ensure compliance to all ITIL based internal processes and quality metrics

Must have technical / professional qualifications :

Education :

BSC in Engineering or Computer Science

Work Experience :

Minimum 4 years IT working experience

Technical skills :

Core Solutionsof Microsoft SharePoint Server 2013 is Preferred

  • MCITP : Enterprise Administrator for Windows Server 2008 certificate is mandatory
  • MCITP : Microsoft Office SharePoint Server 2010 certificate is plus

    MCSE : Server Infrastructure is Preferred

  • MCITP : Database Administrator 2008 certificate is preferred
  • IIS configuration and troubleshooting advanced level

    General applications operational skills (troubleshooting, scripting) is Preferred

    ITIL V3 foundation is Mandatory

    Microsoft System Center suite (SCOM, SCCM, DPM, SCSM, Orchestrator) is Preferred

    CCNA certification is preferred

    Personal skills :

    Excellent spoken and written English

    Interpersonal Skills

    Dedication,sense of ownership

    Ability to work in teams

    Excellent oral and written communication skills

    Must be team oriented

    Must have technical support experience via the phone and via direct customer facing

    Must have systems support experience, preferably in a large production environment

    Experience in working with professionals from other cultures

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