Must have technical / professional qualifications:
Technical skills:
* Strong experience in Microsoft products is mandatory. Certificate (MCSA) is mandatory.
* MCSE Certificate is a plus
* ITIL Foundation certificate is mandatory.
* ITIL Service Capability OSA certificate is a plus.
* ITIL Service Capability RCV certificate is a plus.
* Experience in troubleshooting and strong PowerShell scripting is mandatory.
* Reporting and analysis skills are preferred.
* Project management knowledge is a plus.
* Experience in Microsoft SQL is mandatory. Certificate is a plus.
* Experience in Windows Server 2016 or 2019 is mandatory. Certificate is a plus.
Personal skills:
* Interpersonal organization.
* Dedication, sense of ownership
* Ability to work in teams
* Excellent oral and written communication skills.
* Must be team oriented
* Must have technical support experience via the phone and via direct customer facing
* Must have systems support experience, preferably in a large production environment
* Experience in working with professionals from other cultures
* Excellent spoken and written English
Key performance indicators:
* Ensure that all the services are SLA compliant.
* Ensuring that the operation quality is being done and reflected in the operation day to day activity.
* Ensure that all tasks/requests are solved within the agreed SLA
* Ensure to meet the systems availability for all the backend systems excluding planned outage.
* Report on agreed KPIs according to the governance process.
* Provide all the required business reporting on the agreed deadlines
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