ВИМОГИ:
L1-ITO IT – L1 Support Engineer (3 persons hiring in February)
Job purpose
- Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any event with monitored nodes, escalate to L2 support for unresolved issues
- Responsible for execution of fault correction steps for the known Issues (L1 Tickets/Incidents)
- Responsible for execution of preventive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Duties and responsibilities
- 1st level Incident Management
- Proactive monitoring and alerting L2 teams. Forward issues that cannot be addressed by the L1 team to the appropriate resolver group (Level 2 Team).
- Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
- Escalations and Follow up with the other Resolver Groups on the escalated issues
- Working in shifts in a 24/7 support team.
- Prior experience of IT Operations (Pref. in telecom domain) is must.
- Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
- Work as a team member, providing support to colleagues as and when required.
Skills
- 1-3 years of experience in IT operations (Telecom BSS area preferred)
- Understanding of ITIL Processes
- Willingness to learn and staying up to date in the IT / Telecom Billing Domain
- Creativity and Problem Solving, Out of the box thinking
- Understanding of SLA (Service level Agreement) concept
- Knowledge sharing & Collaboration Skills
- English skills (oral and written)
Звертатися до Сторчак Каміли Павлівни (каб.204) Тел.: (044) 249-25-42