Relevant Experience : years
2 - 3 years onsite service experience
Summary of the role
L2 Specialist: OSS
Job Description in details using Skills , Product names , Certifications etc.
OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centers and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior.
- Technical knowledge of IT solutions including but not limited to workstation, server and LAN knowledge.
- Providing IT support on client site
- Windows OS
- Windows Server/AD basic knowledge
- Microsoft Office applications (O365)
- Basic understanding of network devices (Cisco and HP)
- Basic understanding of Network topology (TCP/IP, DNS, WINS)
- Experience managing mobile devices
- Experience managing printer support
- Experience of working in an ITIL environment
- Basic understanding of first level application support
- Strong customer service mindset
- Conduct support operations with global team and tools on a day-to-day basis
- Willingness to travel, not more than 20% of working time
- Excellent interpersonal and communication skills – in verbal and written English.
- Local language requirement based on service location
Primary Skill
- Good understanding of IT Service Management processes and practices
- Demonstrates a positive and productive attitude
- Manages to prioritize tasks and work under pressure
- Inspires the trust of others
- Follows organization’s goals, values, policies, and procedures
- Manages competing demands, frequent changes, and uses time effectively
- Strong business understanding
- Experience on preferably several of technological domains: Servers & Storage, Communication Technology, and Managed Desktop Services
- Problem solving capabilities
Secondary Skill
- UNIX
- Experience of working in projects
- Experience of IT operations for Factory and Office environment
Certifications Completed
Advantage - ITIL V3 or V4
Products Used :
ITSM Tool; Service Snow
