Perform incident, problem and change management process for firewalls according to ITIL standards;
Act as a single point of contact for all tickets regarding IT issues and queries and bare the ownership from logging until resolution;
Provide 1st and 2nd line support-troubleshooting of IT related problems that could be potentially rooted at any level (software, application, middleware, network, infrastructure etc.) in the IT toolchain;
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) timeframes, meeting or exceeding customer’s requirements and expectations;
Manage effectively Incidents and Service Requests, ensuring information is captured in the Service Desk Incident Management System for future reference and analysis, in line with ITIL principles;
Liaise with Trasys internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s. Send reminders to the assigned parties and follow up whenever necessary;
Participate in meetings with clients discussing and prioritizing the currently open operational incidents and the actions taken towards their effective resolution;
Contribute in the update and maintenance of the knowledge base;
Provide reports and statistics for the weekly/monthly Service Desk operations on ticket trends;
Assist in training and development of internal resources and create relevant documentation for new issues;
Monitor performance, capacity, and availability on an ongoing basis;
Recommend improvements in technologies and practices to increase these metrics;
Maintain awareness of and familiarity with trends and new developments in relevant technologies;
Work with other technical staff to develop architectures, technologies, and quality assurance policies and procedures;
Respond to issues on a rotating on-call basis.
University degree in Information Technology, Computer Science or related field, with one year in a relevant position;
3+ years' of experience in a formal configuration management tool, using Subversion, Git, etc;
3+ years' of experience in developing automation workflows/routines using industry leading tools, including OpenSource Tools (Chef/Puppet/Jenkins/Vagrant/Ansible), or Vendor Based Tools (HPSA/OO, vCAC, uDeploy);
Familiarity with Deployment and Monitoring tools;
Experience in various common Linux distributions (Ubuntu, RHEL and CentOS);
Familiarity with Reverse Proxies (Apache, F5), Load Balancing (Apache, F5, CITRIX NetScaler, Radware/Alteon, A10, etc.), Firewalls and VPN systems (Juniper, CISCO);
Familiarity with network debugging (packet tracing, capture, etc.);
Familiarity in configuring domain information utilities, such as Active Directory, LDAP and DNS;
Familiarity with virtualization technologies (VMWare, KVM);
Familiarity with building containerized microservices with Docker and orchestration technologies, like Docker Swarm, Azure Service Fabric or Kubernetes;
Technical documentation skills, strong analytical and problem solving skills;
Advantageous Qualifications: ITIL certification, CISCO certifications: CCSP or CCNP, Red Hat Certified System Administrator, Chef/Puppet certification programs;
Understanding of the Agile Software Development methodologies;
Excellent verbal and written communication skills in English (B2 or higher);
Team spirit, strong analytical and problem-solving skills, adaptable and responsive to change, taking accountability for delivering results;
Flexibility for travel and able to work in an international and multi-cultural environment;
Fulfilled military obligations.
What is in it for you?
A permanent contract with a compensation package that includes private medical insurance, meal vouchers, mobile plan, etc.
Fun, respectful and supportive work environment that promotes work-life balance.
Mobility opportunities to work abroad, in case of interest, as we have various job openings in our Group.
Why Trasys Greece?
Strong team spirit attitude.
Dynamic, intelligent, agile and talented teams.
Large-scale challenging international projects.
Allows you to take the ownership of your work from the beginning, having specific responsibilities.
Active and meaningfully present in various IT communities (MoT, Angular, JHUG, etc.).
Trasys Greece, part of NRB Group, is an equal opportunity employer who welcome applications from all sections of society and do not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.