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Service Desk Support

Our client, is actively looking for a Service Desk Engineer to join a new engagement with a large international cable organisation on a permanent basis in the Netherlands.

The Service Desk Engineer provides system and environment level support to ensure continuous operation and quality management for IT applications and production environments in support of the business operations.



Main Responsibilities

Daytime Monitoring of OSS, BSS, Service Monitoring and Customer Facing Network

Applications.

* Follow internal incident-, change- and release management processes in USMS
* Monitor USMS queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop/Start applications on alert.
* Investigate troubleshoot and fix problems on relevant systems
* Investigate incidents where technical domain relevancy and ownership is unclear, localize issue and either fix or assign to relevant technical domain owner for fix
* Coordinate with vendor partners in the resolution of tickets providing traces, logs documentation, and service correlation
* Creation of incidents on alert, and logging of incidents. Create and distribute tasks to relevant support entities (USMS)
* Creating Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are logged.
* Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution of incidents, coordinating the fix with second and third line teams.
* Provide expertise in analysis of major incident root cause and follow up with other

Technical

* Creating scripts for log rotating, starting failed processes
* Provide expertise in analysis of major incident root cause related to IT and follow up with vendor partners and second and third line in CNO and CIO support.
* Provide logs, traces and supporting analysis to enable rigorous follow-up and root cause analysis

Knowledge, Skills & Experience

Education:

Bachelor Degree in Information Technology /Electronic Engineering

* ITIL/Agile frameworks

Preferred certification or knowledge of:

Linux fundamentals and Linux sys admin expertise

* RDBMS concepts, LDAP.
* Tomcat / Apache knowledge
* UML, communicate complex concepts with design, software development.
* Knowledge of Unix including shell scripting (Perl or C) programming and system administration work.
* Knowledge of Oracle (9i or higher) including SQL and PL/SQL expertise and some

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