L2 Service Support Engineer (24/7 Rotating Shifts)

L2 Service Support Engineer (24/7 Rotating Shifts)

You are member of the Global Remote Services 2nd level helpdesk team and the technical liaison for 1st level helpdesk;

Perform Service Desk Operation - Operate the service desk to ensure 24/7 uninterrupted service for customers and other external parties;

Develop, implement and maintain the availability, capacity and continuity plan and monitor accordingly ensuring 24/7 availability and performance of the solution & support according to customer agreed Service Level requirements;

Process all Incidents and Problems ensuring effectively and timely their resolution;

Manage changes by Implementing them timely, effectively and check if all are assessed and authorized in order to timely meet new business requirements or to resolve Problems and, as such, impact to solution and business;

Provide technical expertise and support to Yokogawa subsidiaries, service teams and customers concerning the Yokogawa portfolio, resulting in proper system, solution or service functioning, minimizing the technical risk and realizing efficient business process continuity;

Provide services by means of in-house telephone support, remote login and test services;

Deploy remote service solutions;

In case future services must be provided outside the home office, willingness to work on site, at affiliates, offshore or overseas to suit service requirements.

Profile:

Proven Operation Technology and IT experience and competences;

2 to 3 years’ experience in plant network security, ITIL, process automation services;

Relevant bachelor’s degree or certification (preferable MCSA, CCNA, Citrix, ITIL Foundation) and working experience in Networking and Microsoft Server Environment;

Configuring and troubleshooting Windows Servers - WSUS, AD, DC, GPO, RAID, DNS, Security Groups, Service Accounts and File Servers;

Good understanding about Network Infrastructure services and protocols TCP/IP, Firewall, Proxy, VPN;

Citrix troubleshooting on hanged sessions, published applications, servers that have published applications;

Good knowledge of and affinity with PC’s, servers, software, routers, switches, patching, anti-virus and experience with ITIL processes and ITIL ticketing systems.

Fluently English (speaking and writing skills);

Willingness to work on call of basis providing 24/7 remote support to customers, also covering weekends and national holidays

Flexible attitude and problem-solving skills;

Customer focused - Pro-active, practical, accurate, correct, self-starter, team player and security mindset.

 
We offer:

• A resourceful, creative, internationally-orientated work environment;
• Innovative and advanced high-technology products;
• Independence and considerable personal responsibility;
• A flat organization with short lines of communication;
• A strategic, long-term business vision;
• A continuous process for learning, development and growth;
• A talented team of professional, highly-motivated colleagues;
• A pleasant, informal atmosphere; an excellent remuneration package;
• Fun while doing so.