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Sr. IP Customer Engineer
Hays Czech Republic, s.r.o.
Place of work
Prague
Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Based at company’s central operations centre in Prague, this role is part of a dedicated Engineering team servicing key customer accounts. You will be responsible for covering both provisioning and operational support of the key customer account environments. Instrumental for the routine maintenance and in-life changes to customer’s complex managed hosting environment.
Job Responsibilities:
Administration of IP Platform including both provisioning & support responsibilities
Assist in the rapid and effective handling of incidents
Conduct planned work and change requests within IP environment
Liaise closely with Hosting Engineering teams within the area of operational responsibility (IP)
Provide guidance to the customer within area of operational responsibility (IP)
Support ISO 27001 and other certification requirements where necessary
Adheres to security policies and report incidents to the appropriate operations functions
Improve operational processes and procedures when needed as part of continual process improvement
Testing of proposed changes on customer hosting solutions and subsequent implementation of changes to ensure successful change
Pro-active diagnosis and resolution of technical issues (IP)
Pro-active escalation of issues with the appropriate departments or management to ensure service level commitments are delivered
Assist in the production of documentation and system record updates to ensure that information reference reflect the products and services provided
Able to work on a shift or on call basis to provide 24/7 coverage of services
Work on assigned tasks and projects as directed by management
Job Responsibilities:
Administration of IP Platform including both provisioning & support responsibilities
Assist in the rapid and effective handling of incidents
Conduct planned work and change requests within IP environment
Liaise closely with Hosting Engineering teams within the area of operational responsibility (IP)
Provide guidance to the customer within area of operational responsibility (IP)
Support ISO 27001 and other certification requirements where necessary
Adheres to security policies and report incidents to the appropriate operations functions
Improve operational processes and procedures when needed as part of continual process improvement
Testing of proposed changes on customer hosting solutions and subsequent implementation of changes to ensure successful change
Pro-active diagnosis and resolution of technical issues (IP)
Pro-active escalation of issues with the appropriate departments or management to ensure service level commitments are delivered
Assist in the production of documentation and system record updates to ensure that information reference reflect the products and services provided
Able to work on a shift or on call basis to provide 24/7 coverage of services
Work on assigned tasks and projects as directed by management
Company on whose behalf the position is being filled
Telecommunications
Europe's telecoms provider.
Europe's telecoms provider.
Requirements for the employee
Candidates with education suit the position
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Number of years of experience
5
Personality requirements and skills
Experience Required:
5 years technical experience in a complex Telecommunications environment working on a large ISP network
Proven customer support experience (at least 3 years) in a large scale and diverse environment, with a particular emphasis on the use of problem management processes, escalation procedures and related disciplines at least as 3rd line support level
Knowledge and use of service desk management software – Siebel considered an advantage
An understanding of Service Level Agreements and their application
Excellent knowledge of standard Internet protocols like TCP/IP, HTTP, FTP, SMTP with proven troubleshooting skills in identification of incident root cause
Certification in and commitment to service management best practice as defined by ITIL (BS15000) or experience of working in such an environment considered an advantage
Graduate level education
Person Specification:
Excellent interpersonal communication skills both written and oral.
Able to lead a team of highly skilled engineers
Good team player, enthusiastic and self motivated.
Strong commercial awareness and negotiating skills
Able to work under pressure and on own initiative.
Decision maker.
Able to set own goals and meet them once given a project framework.
Able to handle multiple simultaneous projects.
Able to handle high level interaction within an organisation.
5 years technical experience in a complex Telecommunications environment working on a large ISP network
Proven customer support experience (at least 3 years) in a large scale and diverse environment, with a particular emphasis on the use of problem management processes, escalation procedures and related disciplines at least as 3rd line support level
Knowledge and use of service desk management software – Siebel considered an advantage
An understanding of Service Level Agreements and their application
Excellent knowledge of standard Internet protocols like TCP/IP, HTTP, FTP, SMTP with proven troubleshooting skills in identification of incident root cause
Certification in and commitment to service management best practice as defined by ITIL (BS15000) or experience of working in such an environment considered an advantage
Graduate level education
Person Specification:
Excellent interpersonal communication skills both written and oral.
Able to lead a team of highly skilled engineers
Good team player, enthusiastic and self motivated.
Strong commercial awareness and negotiating skills
Able to work under pressure and on own initiative.
Decision maker.
Able to set own goals and meet them once given a project framework.
Able to handle multiple simultaneous projects.
Able to handle high level interaction within an organisation.
Advertiser
Brief description of the company
Hays is a global leader in specialist recruitment, placing professional candidates in permanent and interim jobs.
The company is a holder of a licence to offer recruitment services.
The company is a holder of a licence to offer recruitment services.
ID: 1935595
Datum zveřejnění: 15.10.2015
2015-10-15
lokalita: Prague Pozice: IT Consultant, IT Network Administrator Společnost: Hays Czech Republic, s.r.o.