Technical Support Specialist

Job Purpose:

To carry out and take responsibility for the tasks and activities relating to the operation of applications in production in GS-IT

with the following goals:

• Ensure the Service Level Agreements (SLA) are adhered to
• Ensuring high availability, security, and performance of all monitored systems.
• Implement changes in accordance with requirements

The position "Technical Support Analyst“ comprises the following monitoring and operational roles:

• Monitor servers, applications, databases and storage performance. Ensure the availability and stability of the servers
• Detection, analysis, resolution, and documentation of all IT faults in accordance with standards
• Use of standard tools for incident, problem, request and change management
• Escalation of faults as specified to the respective on-call service or alternatively to the Escalation Manager
• Fault response outside the service line's acceptance times
• Adhere to company policies and procedures related to client-server operations, security and data privacy
• Provide technical support to end users by resolving client-server related issues

CS Specialties:

Linux Skills

• Basic Unix commands checking the status of the servers. (ping, df -k etc)
• Ability to differentiate the Linux alerts (server not pingable, full filesystem issue, oracle process not running, batch job failure)
• Basic knowledge of Unix infrastructure and how it works.
• Handling of Alarms and Events by Trouble Tickets

Windows

• Basic Windows commands to check the status of the servers. (e.g., Ping, ipconfig, and so on…)
• Basic knowledge of how Windows infrastructure works. (e.g., Active Directory, Domain Controller and so on…)
• Able to differentiate types of Windows error alerts, how to check, and the possible resolutions. (Services down, Server not pingable, CPU high usage and so on…)
• Comfortable with using Windows OS on our workstation.
• Handling of Alarms and Events by Trouble Tickets

Qualifications/Skill

Professional Skills

• Relevant professional training / qualifications in computer studies
• High level of responsibility and team works
• Good communication and strong analytical skills
• Good practical knowledge in Service-management Processes
• Experience updating and documenting SOP’s training manual
• Good collaboration skills to work effectively with other teams and end-users

Preferred:

• Data center operator experience
• Familiar with Linux commands and infrastructures
• Familiar with MS Windows commands and infrastructures
• Experience using Service Now, Dynatrace, Tivoli, and UC4
• Familiar with MS products like Outlook, Teams, Office 365

Specific Work Conditions:

• Able to work in 24/7 shifts
• Senior might require to take on the On Call support roles
• Able to work from home