Team Description & Purpose of Role

The essence of the role: 

This role is a combination of technical skills and customer communication skills with the goal to support incidents and implement customer change requests within the given SLA, working with the highest possible level of quality. 

The complexity of support will vary from more simple tasks to a number of more complex where candidate needs to understand the customer solution. Part of this role is to communicate effectively with the customer by phone or email; to confirm incident or change closure/completion or during the troubleshooting and implementation of the task. 

About the team: 

The Customer Operations is part of a Pan-European group of service professionals responsible for providing and maintaining effective customer service and satisfaction of my clients customers in the Cloud, Managed Hosting, Security and Application Management. This role is dedicated to our computing products. 

Multilingual and international in its make up, it is responsible for providing the highest level of support to the company's customers across a wide geographic footprint (US/EU/North Africa/Middle East) and product types.

Shift work – 4 x Shifts of 12 hours – 2 x day shifts (8am-8pm) followed by 2 x night shifts (8pm to 8am) followed by 4 x days leave.

Job Responsibilities

• Perform Windows, VM, Linux, Storage and Backup support for customer hosting solutions, mainly focused on performing requested changes and incident troubleshooting

• Use network tools to monitor core network and customer services 

• Coordinate activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network 

• Assists in maintaining operational and customer documents, processes and work instructions

• Actively participates in technical discussions and maintains a high profile providing expert advice as needed 

• Efficent proactive escalation of issues and risks, following the incident management process 

• Perform technical audits as required to verify customer requirements are met and maintained 

• Perform on-going performance tuning and resource optimization as required

• Applies ITIL methodology to the role and follows best practice standards and processes

• Adheres to the company security policies and report incidents to the appropriate operations functions

• Assists in the Continual Process Improvement (CPI) program as needed 

• Provide focused and priority driven support of customer solutions 

• Work on assigned tasks and projects as directed by management

Experience Required

• Experience of work in a technical support position serving enterprise customers with a combination of at least 3 of the following skills in order to perform tasks: 

o Windows (various flavours) 

o Linux (Redhat), other Linux version experience considered an advantage 

o Virtual platforms (Vmware, KVM or XEN) 

o IP Networking 

o Security Products (Cisco and Checkpoint) 

o Hosting hardware, servers and blades (HP and Dell) 

o Symantec Netbackup 

o Storage Solutions (NetApp, 3PAR, EMC or Equalogic) 

o Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework 

o Network monitoring tools (SMARTS, InfoVista, HP Open View, Cacti, Nagios) 

• Experience work within and Operations environment working with hosting, security or application services or in an IT environment. Managing customer escalations and the ability to prioritise work proactively 

• Experience of experience with Trouble Ticketing tools (Remedy, Clarify, Siebel) 

• General technical understanding of normal Telco and ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc. 

• Excellent English skills (both oral and written)

• Secondary language (German, French or Dutch) a distinct advantage

• Understand about ITIL or similar methodology is an advantage

• Industry certifications (CCNA-RS, CCNA-DC, JNCIS-ENT, VCA-*) are an advantage

Person Specification

• Professional, structured and proactive approach 

• Self-motivated with excellent interpersonal and communication skills 

• Positive and approachable team player 

• Calm and productive under pressure 

• Detail-oriented and organised approach to work 

• Efficient and productive with good time management skills 

• Able to resolve problems quickly and effectively