Service Desk Technician

Job Description:

• Location: Fully remote, Central Europe Time Zone
• Start date: To be defined
• Languages: English is mandatory

The Service Desk is Responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management. 

Service Desk technicians are required to work on a rotation basis, to cover the 24x7 operations, including holidays, nights and weekends based on an eight-hour shift during weekdays and holidays, and a 12-hour 
shift during weekends.

Duties and Responsibilities:

• Management of support requests, incidents and event-generated incidents in the ticketing system.
• Analysing and resolving incidents according to established operational procedures.
• Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
• Managing support requests until closure.
• Monitoring of the ICT infrastructure with various monitoring technologies.
• Assisting in informing customers of outages, known errors and resolution progress.
• Assisting in developing or improving technical service policies or technical documentation.
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
• Producing technical documentation or user manuals as required.
• Assisting the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB.
• Performing other duties as required.

Required Qualifications & Experience

• A minimum of 2 years of experience in a Service Desk environment, supporting customers.
• Knowledge of ticketing tools.
• Incident and Request Management and escalation.
• Knowledge of one or more Operational Monitoring Tools.
• Alert troubleshooting and ticket escalation.
• User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
• User administration, licensed software assignment.
• Virtual Machine builds and modification, Snapshots.
• Symantec VIP or the MFA software administration.
• Basic Concepts; DHCP & DNS management.
• Knowledge of backup and restore tools.
• Managing certificate creation and renewals.
• Server troubleshooting and command line.
• Scripting
• Language fluency in English is required (verbal and written).
• ITIL V.4 foundation certification