Position

HDI Operations Engineer

Published on 13/05/2022

Management de proiect

Sibiu, RSI

Job Description:

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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