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IT Service Delivery Expert
hace 2 semanas
At Edged, we're committed to transforming the world's data center infrastructure. We're seeking a skilled Regional OCC Operator to join our Spain-Portugal team and contribute to this ambitious goal.
About the JobThis full-time role involves collaborating closely with our Regional Service Manager and Regional Program Manager to ensure seamless operation of our data centers.
Responsibilities- Identify potential infrastructure and service issues within OCC systems and escalate them appropriately.
- Deliver first- and second-line technical support to the business through efficient incident and service request management.
- Maintain accurate records of all communications within Service Desk tickets.
- Develop and maintain comprehensive Service Desk knowledgebase articles.
- Encourage adoption of the Service Desk platform and adherence to ticket-based support procedures.
- Provide expert remote and desk-side support to end-users, addressing their needs promptly.
- Offer training and guidance on computer equipment usage to ensure optimal performance.
- Coordinate HANDS-and-EYES activities with third-line support teams.
- Report any security breaches, poor practices, or suspected security incidents to the relevant authorities.
- Promptly communicate user feedback to inform Service Desk design enhancements.
- Proven track record in Help Desk environments with agreed service level agreements, ideally in ITIL contexts.
- Substantial networking knowledge, encompassing public and private cloud platforms, LAN/WAN/TCP/IP, Wi-Fi, switch configurations, and patch management.
- Comparable experience as an IT technician, IT support specialist, OCC operator, or similar roles.
- Experience working with various monitoring tools and systems.
- Advantageous to have a background in data center operations.
- Collaboration with external vendors, engineers, and support teams.
- Management of vulnerability and patch management systems on a daily basis.
- Relevant certifications (e.g., CompTIA, MCP, ITIL) or academic qualifications (college/university degrees).
- Excellent teamwork, communication, and interpersonal skills.
- Organizational capabilities to manage personal tasks and align with team objectives and projects.
