Job Description
What we need
We are looking for an IT Support Engineer.
Job Purpose and Primary Objectives:
TCS is seeking an IT Support Engineer to join the Technology Innovation and Support Services department within the Donegal Global Delivery Center. The technical team works in a high profile, mission critical environment where early and appropriate responses are essential to providing technical support in relation to servers, operating systems, storage, databases & networks that manage and support applications & products.
As an IT Support Engineer, you will be joining a team built on collaboration, communication, focus and motivated to delivering excellent service and support. The team is responsible for troubleshooting incidents ranging from P1-P5 incidents both proactive and reactive. Incidents come in through telephony, web portal, email & alerting systems which will be managed by the team to restore services as soon as possible.
This is an exciting opportunity where you will have the chance to work with a wide range of technologies and systems, along with a continuous service improvement mindset and building on best practices methodologies such as ITIL/ITSM & Agile.
Key Responsibilities:
* Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, databases, storage, servers.
* Managing incident queues.
* Handling calls with customers.
* Managing communication with customers.
* Responding in a timely fashion to reactive or proactive incidents.
* Recording and documenting incident tickets.
* Monitoring phones, emails, and webchats for any incoming incidents.
* Reporting, analysis, service improvement plans, process diagrams, knowledge creation/management, major incidents management, sys admin.
Key Skills/Knowledge:
Required:
* Ability to troubleshoot issues on Windows Servers, Windows workstation, Linux Operating systems.
* Knowledge of application & web servers Tomcat, Apache, IIS.
* Knowledge on how to troubleshoot or manage databases MySQL, Sybase, MariaDB, MongoDB, PostgreSQL.
* Effective communication skills.
* Ability to multitask and work under pressure.
* Time management skills.
* Customer service experience.
* Proven strong written and verbal communication and interpersonal skills.
* Self-motivated and willingness to learn.
* Proven ability to work well with technical and non-technical staff across numerous areas.
* Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution.
* Excellent problem solving and root cause analysis skills.
* Proficiency in understanding, analyzing and defining corrective actions from data provided in logs, traces, and heap dumps.
* Understanding of virtualization and environments such as AWS, VMware, VirtualBox.
Desirable:
* Desktop support experience.
* VMware sys admin or database sys admin or Windows Server admin.
* Degree or certificate in I.T. or related discipline is preferred.
* ITIL certifications.
* Technical support experience working in a technical support role Tier 1/Tier 2.
* A second language is preferable.
#J-18808-Ljbffr