L1 Support Engineer

Job description

operations and support engineer - level 1

As an Operations and Support Engineer for the Gemalto Global Services team, you will provide Tier I technical support and incident management for hosted and managed services. You will also be a part of a global team that delivers 24/7 support and incorporates service monitoring to meet the requirements of customer service level agreements.

A week in the life of an Operations and Support Engineer L1:

· You will establish and maintain contact with customers for request and incident management.
· You will deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
· You will provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
· You will support recurring service operations on hosted and managed services.
· You will participate to the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

Desired profile

Qualifications :

Knowledge, Skills and Experience:

· To succeed at this job, you must have : experience with Linux or Unix administration, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.

· It would be preferred if you have experience in technical support.

· You must be fluent in English.

· We would like someone to join our team who is a strong verbal and written communicator, organized, process-minded and a team-player.

· You must have a Degree in Engineering or a related field.

· We are looking for someone with 1-2 years of experience in IT administration.