Reference : 1346
With over 3000 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-
sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors.
Our current portfolio includes customers from all over the world, with a vast majority in the BeNeLux region, customers for which we are availible 27 / 7 / 365.
Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy.
With our own data centers in Hasselt (BE), Leuven (BE) and Veenendaal (NL), we are ready for the future and for new business models, and so are our customers.
Job overview :
We are looking for a Support Technician to join our First Line Team in Cegeka Romania, team which handles medium-complex infrastructures, mainly enterprise environments.
The team has 16 members in Romania and collaborates with colleagues from Romania and Belgium to ensure that the quality of the services provided is at the highest level.
As a member of this team, you will mostly be involved in monitoring the infrastructures of our customers, perform checks and handle incidents as a SPOC.
You will investigate the incidents and escalate the ones that you can’t handle to the specific technical groups (Wintel, Linux / Unix, Virtualization, Network&Security, etc.
We have an internal knowledge base which is permanently updated by the technical teams, in order for you to have access to technical options when solving an incident.
You will also make sure that the infrastructures are up and running and that the incidents are acknowledged and resolved in the agreed time frame.
In addition to that, another part of your activity will include performing proactive daily checks of the different environments.
As tools you will interact on a daily basis, you have Unified Dashboard for monitoring, VDP for Checks and CA ticketing system.
In terms of working hours, the team operates on a 24 by 7 basis. There are 3 main shifts : 07 : 00 15 : 30, 15 : 00 23 : 30 and 23 : 00 07 : 30.
We are ITIL certified, which means that we respect specific standards for the procedures and operational flow we have in place, which are implemented division-
level. In addition to that, in order to increase efficiency and transparency in terms of team interaction and communication, we periodically have 121 meetings and team meetings, which help us deliver our services continually while not overburdening the team members.
What you need to know :
Good knowledge of common ICT technologies in general (Servers, PC, VMWare, Backup solutions, Networking, Printers, etc )
What you need to be :
Ø Graduate of Computer Science or equivalent
Willing to work in a procedural environment, where initiatives and proactiveness in encouraged
Learning oriented person
Customer oriented - professionalism is required in all communication with the clients (phone calls, emails)
Punctual and flexible - schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluation
Monitor the customers’ IT infrastructures (servers, network devices, applications)
React on all alerts as defined within the process binders
Analyze the support requests sent by our customers by phone or email
Timely log every support request in the ticketing systems
Accurate ticket documentation of the support request and troubleshooting steps taken
Follow-up on tickets and escalate in accordance with priority, impact and SLAs
Offer regular feedback to the affected customers on the status of the support request in accordance with priority
Take ownership and responsibility for all incidents you handle and document the tickets in order to provide all the necessary information to the next technical level
Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
Work in accordance with the company’s quality standards, procedures, processes and work instructions
Attend trainings and team meetings
Also : be a colleague and not only a team member and a very good one!
Headquarters in the center of Bucharest (Victoriei Square)
Flexible working environment within a dynamic team
We leave you room to balance your work and private life - 22 days as annual vacation + additional vacation days according to the internal policies
Access to various training programs (soft and hard skills trainings, according to the internal policies)
Continous learning and improvement activities
Private medical subscription, you can choose from 2 providers
Free Gym Subscription- fitness, aerobic, pool (according to internal policies)
Massage within the company premises
Team events (teambuildings, team hangouts, Christmas party, etc.)
Relaxation room (foosball, darts, boardgames, X-box)
Long term career development programs
Being part of a growing organization with Belgian roots