IT Service Operations Specialists

To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.

Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems

Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations - Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided

Report and escalate to the next level those problems which cannot be fixed - Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations

Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems - Manage local suppliers in the provision of services for the Client Service Operations centres and report on services provided to management.

Conducts the analysis, definition, documentation and testing of application & systems enhancements - To provide onsite support to Users during the cutover of the services - Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

When/where required, be contactable for escalations and support, on and on-call standby basis - When/where required, perform assigned tasks on 24 x 7 shifts basis.Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.

Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist

ITIL Foundation CertificateMinimum 2 - 3 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs. - Minimum 2 - 3 years experience in ACM domain, where applicable.

Experience of working in the Airport / Airline industry.Knowledge and understanding in one or several of the following domains: Network protocols and services, System and Applications - Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction - Ability and motivation to work in a team and in rotating shifts

Installation and configuration of end user applications and software.

Ability to analyze, draw conclusions, and create solutions to customer's complex problems - Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level

Ability to build relationships with peer and management levels both with clients and the company management

Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix.

Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE.

Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)

Product and Service knowledge in several of the following areas at intermediary and advanced levels:

Airport Services

Desktop services

Network Services

Customer specific services and solutions (for dedicated support)

Knowledge of ITIL, IT and network components and principles

Demonstrated maturity in handling complex customer issues and demanding customers

Ability to organize the activity of a team and to take ownership of issues until resolution