Wyser is an international recruitment company specialized in Senior and Middle Management roles. It belongs to Gi Group Holding and currently operates in 13 countries: Brazil, Bulgaria, China, France, Hungary, Italy, Poland, Portugal, Romania, Russia, Serbia, Spain and Turkey.
In Romania, we operate on the Executive Search Market, mainly on the IT Industry, focusing on the following areas:
▪ C-level & Top IT Management Headhunting
▪ Senior Technical Headhunting
Currently we are looking for a HDI Operations Engineer, for one of our clients, a global ICT integrator that has operations in 22 countries across Europe, Asia Pacific, Latin America.
Knowledge and Experience:
- Excellent German (C1) and English (C1) skills in written and spoken;
- Good communication skills with customer (German) and the internal technical teams (mainly English);
- Working and maintaining ITSM System tasks in ServiceNow;
- Technical Skills in Windows Server operating systems are of advantage but not mandatorily required;
- Analytical skills to understand who to involve and to which teams to distribute the work.
Responsibilities:
Ticket / queue management
- Ticket routing for incidents, service requests and changes to the appropriate resolver groups;
- Information procurement / comparison for ticket processing between customer and technicians;
- Ticket tracking: ensuring tickets are current and being accepted, processed and updated by agents within SLAs;
- Participation in the Operations Call with the CUSTOMER Admins on Wednesday.
Change management
- Change creation / scheduling / coordination in ServiceNow: transfer of information from Incident Ticket -Type: Request for Change to a change in ServiceNow;
- COLT Notifications of Planned work -> Change creation in CUSTOMER ServiceNow (Information Change);
- Change creation in CUSTOMER ServiceNow with Information provided by the technical processors.
Ticket processing
- Incident analysis, incident resolution / processing (as far as possible based on technical know-how);
- Service request fulfillment (as far as possible based on technical know-how);
- Change fulfillment (as far as possible according to technical know-how).
Users account management
- Apply for a service account in CUSTOMER ServiceNow via SR: TALIAS Technical identification, CUSTOMER ServiceNow free-text service request to group: AD-SERVICE with an order to update the Password Safe on CUSTOMER group share
- Transmission of passwords for service accounts from the Password Safe in the CUSTOMER Groupshare upon request from technicians
- 2FA Portal Administration - Token Assignment, Role Assignment in - SafeNet Authentication Service Manager
Mobile Device Management solution support
- Processing of incidents and requests which are reported by the CUSTOMER L1, be it through their own proposed solutions or by forwarding them to the L3 or 3RD PARTY
- Management of end devices (incident troubleshooting, reporting, etc) using the Citrix Cloud Console
- Participating in JourFix about MDM and Citrix Netscaler Services (for ticket handling and awareness of current and upcoming tasks)
#LI-IM1
Industrial sector
Reference code
719
Consultant
Maria Iulia Maties, is our consultant who manages this job opportunity.
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