L2 Support

B2B/UoP

Project:
We are looking for support to our customers in Germany. In this position you will be providing support for ongoing operations and projects, both to internal and external customers, supporting Quality Assurance (QA) as well as Customer Acceptance Testing (CAT) and providing documentation.

Your Responsibilities:
* Providing operations mentoring and support to customer’s operations staff 
* Provide first and second level operations support for customer production and  test environments 
* Willingness to participate in the team’s 24/7 hour on-call schedule 
* Reliable handling of system emergencies to minimize financial penalties
* Investigating incidents in the production environment, developing incident reports and other follow-up items to the customer base, working mainly with remote engineers 
* Making recommendations regarding improvements for operating systems,  software, infrastructure and procedures 
* Providing and verifying Computer Operations documentation and checklists
* Interface with Services Project Managers, Account Managers and customer staff  as appropriate during projects 
* Providing support to QA and CAT phases of projects 
* Performing specialist training as required 
* On-site visits and participation in customer technical meetings (approx. 10%  travel) 
* Translating communication between internal and external parties (English German)

Requirements:
* Education in Computer Science (Technical high school or equivalent degree i.e.  Bachelor) 
* 2-3 years’ experience in operation services and a good track record of customer  support experience 
* Knowledge of databases, system security and troubleshooting. 
* Good experience with Linux required. 
* Strong German and English communication skills (both in writing and orally)
* Being flexible, a team player, taking initiatives and being stress resistant
* Capable of prioritizing tasks and managing constant changes as well as multiple  different tasks 
* Being able to work with remote teams 

Nice to have:
* Knowledge of ITIL practices