Support Consultant (Deep Technical Support / L3)

Beschreibung

Tätigkeitenbeschreibung
For our client in Ulm we are looking for a Support Consultant (Deep Technical Support / L3)

Description
Working within the Infrastructure Services, Global Operations Center, Deep Technical Support (DTS) Consultant are among our most technically skilled people. With a deep understanding of IT infrastructure you will be involved in most aspects of keeping our customer’s servers, applications and hardware running smoothly. The position requires a good technical understanding of your speciality area and the ability to recover impacted services in a timely mannor. You will also be responsible for fixing technically challenging problems to ensure that incidents do not reoccur. This role will build your experience in operating large scale, world class, global, 24/7 IT infrastructure.

Profile
Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent certifications (MCSE, MCP, Oracle/MCDBA, HP-UX, CCNA, CCNP, SNIA).
Minimum of 5+ years’ experience within IT Operations, infrastructure services support (Systems Windows Server, Unix, Backups, DB’s or Network management), operational monitoring and/or end user support.
Minimum of 5+ years’ hands-on technical knowledge of the applicable technology platform that you will be responsible for: Windows
Must be able to demonstrate excellent troubleshooting and problem solving skills.
Excellent understanding of ITSMITIL processes, preferably ITIL trained
Ü2 clearance required

Responsibilities:

- Incident Management (Incident Investigation & Diagnosis); Resolution and Recovery; Incident Closure)
- Problem Management (Problem Initiation; Problem Ownership; Root Cause Owner, Problem Analysis)
- Change Management (Change Implementation)
- Technical Owner Role / Configuration Management (Server or CI Ownership)
- Routine IT Operations
- Responsibilites: you are required to solve 100% of incidents. You are the final solution provider; Quality & Improvement; Case Management

First task will be to complete a Single Sign On documentation!

Core Competency:
- Must be Service and Customer oriented. Flexible, self motivated with the ability to work under pressure in an International and culturally diverse organization.
- Must possess the ability to prioritize and perform multiple tasks.
- Good motivational skills plus verbal and written communication skills, strong command of English Language. Must be additionally fluent in local languages.

Technical Skills:
Windows - Technical Skills Specifically required.
Formal IT qualifications (MCP, MCSE)
Deep level experience in the following:
Citrix
VMWare
Hyper-V
TIBCO
Windows file system and RAID technologies
Hardware troubleshooting
Windows performance monitor and Event Log
Windows registry settings
Health Check
Performance evaluation
Windows Permissions
File and Print
User Management
Windows Security and Antivirus
Windows Backup
NAT/PAT
Terminal Services, ILO
Performance tools (PerfMon/Mission Critical/Measureware)
Scheduling tools (TNG, Maestro, Batchman…)
Systems Management Tools – HP ITO, Vendor Specific, SMS
Good working knowledge of Wintel platforms, and Networking Infrastructure (Workgroup, Domain, PDC/BDC,, DNS, WINS, DHCP)
Experienced in MS Clustering, backup operations, Middleware applications (Terminal Services, Citrix, RDBM (Oracle, MS SQL), Web servers (Apache, IIS) and Messaging (Exchange, Lotus Notes)
Familiarity with External Disk Arrays, RAID
Good Broad networking knowledge
Knowledge of HP OPENVIEW and HP OVO monitoring



Fähigkeiten (Must have)
Active Directory, Englisch, Windows