NOC Specialist Level 2

Department: IT
Location: 4. Beograd
Application deadline: 31.10.2021
 

Position Summary:

Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction.

 

Roles and Responsibilities:

  • Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
  • Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
  • Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents.
  • Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees
  • Responsible to fulfill customer requests in accordance with established, standardized Change management processes and procedures.
  • Initiate dispatch of NCR Customer Engineers or third-party maintenance providers when required
  • Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
  • Responsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouraged
  • The role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

 

Pre-requisites:

  • High school diploma required/University degree preferred
  • CCNA level or equivalent networking background is needed (CCNP nice to have)
  • Experience supporting Cisco Routing, Switching, and Wireless solutions
  • Relevant work experience 3+ years is preferred
  • General knowledge of remote support technologies and strategies
  • English B2 (written and verbal), with a good understanding of technical English

 

Skill Requirements:

  • Proven background in supporting multiple IT products and technologies
  • Proven experience with IT Troubleshooting processes and procedures
  • Good general IT knowledge and skills
  • Good MS Office knowledge
  • Good interpersonal skills
  • Ability to follow and create procedures
  • Ability to perform independently under pressure but in a team environment

 

We are offering:

  • Long term employment opportunity for best performing candidates
  • Performing services for a multinational company
  • Dynamic and responsible position
  • A chance for a professional and personal development
  • Competitive compensation package
  • Advancement opportunity
  • Paid training


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