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Joboffer number #77898

Support engineer

CV Market client
Job ad expired!

Job Description

    Overall Job Purpose:
    To control resolution of incidents and problems (deviations from planned or expected infrastructure/applications component or system behavior) including: classification, prioritization and initiation of action, documentation of root causes and implementation of remedies. This also includes:
    • Close liaison with the Change/Configuration/Release Management and Help Desk Functions;
    • Knowledge and use of the change/configuration management system;
    • The drawing in of specialized expertise wherever appropriate, and the provision of advice and information aimed at minimizing the occurrence and impact of service incidents through process improvement.

    • Ensure that all requests from users for assistance are handled promptly and effectively;
    • Obtain diagnostic data to assist in the investigation and resolution of problems. Match unresolved incidents against existing problems, known errors and other incidents;
    • Plan and implement small infrastructure changes (infrastructure software fixes/patches, maintenance release updates) after completing a full change request on Service Centre;
    • Prioritize unresolved incidents. Initiate and co-ordinate investigations to discover root causes, and progresses the implementation of remedial action;
    • Keep relevant staff informed of the status of systems and services, by producing reports/registers on defect/problem reporting data extracted from the configuration/change management system.


    • Minimum 4-6 years experience supporting desktop related applications:
    Windows XP
    Outlook 2003/07
    Business application front end
    Citrix support
    • Understand performance measurements for hardware, software or network components;
    • Experience in writing an SLA or a capacity plan and understand how to measure service delivery with metrics and targets;
    • Be familiar with routine monitoring and administration tools. Know how to resolve routine problems;
    • Good knowledge of English.

    If You are interested, please send Your CV in English with subject “Support engineer” Confidentiality guaranteed. Only selected candidates will be informed.

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    Additional information

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Support engineer
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