24/7 NOC Technician - Iasi Office

With over 4400 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Our current portfolio includes customers from all over the world, with a vast majority in the BeNeLux region, customers for which we are availableCustomers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Gelleen (BE), we are ready for the future and for new business models, and so are our

Job Mission

We are looking for a NOC Technician to join our NOC Technicians Team in Cegeka Romania, team which handles medium-complex infrastructures, mainly enterprise environments. The team has more than 20 members in Bucharest and Iasi and collaborates with colleagues from Romania, The Netherlands and Belgium to ensure that the quality of the services provided is at the highest level

As a member of this Team, you will be involved in monitoring the infrastructures of our customers, perform checks and handle incidents as a SPOC. You will investigate the incidents and escalate the ones that you can’t handle to the specific technical groups (Wintel, Linux/Unix, Virtualization, Network&Security, etc.). We have an internal knowledge base which is permanently updated by the your Team and other technical teams, in order for you to have access to technical options when solving an

You will also make sure that the infrastructures are up and running and that the incidents are acknowledged and resolved in the agreed time frame. In addition to that, another part of your activity includes performing proactive daily checks of the different environment

In terms of working hours, the team operates on a 24 by 7 basis. There are 3 main shifts that you and your colleagues will cover: 07:00 – 15:30, 15:00 – 23:30 and 23:00 – 07:

We are ITIL certified, which means that we respect specific standards for the procedures and operational flow we have in place, which are implemented division-level. In addition to that, in order to increase efficiency and transparency in terms of team interaction and communication, we periodically have 121 meetings and team meetings, which help us deliver our services continually while not overburdening the team

What You Need To Do

Monitor the customers’ IT infrastructures (servers, network devices, applications) via agreed monitoring tools and participate in the solving process by performing troubleshooting steps described in the Knowledge Base articles;

Analyze the support requests sent by our customers by phone, email or ticketing tools and document the steps taken in order to solve them;

Follow-up on tickets and escalate in accordance with priority, impact and SLAs;

Offer regular feedback to the affected customers on the status of the support request in accordance with priority;

Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard and within SLAs;

Perform daily, weekly, monthly checks on the customers’ IT Infrastructures by following the agreed work instructons;

Work in accordance with the company’s quality standards, procedures, processes and work instructions;

Report any inaccuracy found in the processes, procedures or work instructions;

Bring improvement ideas related to the processes, tools or the entire activity of the team;

Contribute to the positive morale and the enjoyable atmosphere within the team;

Attend trainings and team

What You Need To Know

Good knowledge of common ICT technologies in general (Servers, PC, VMWare, Backup solutions, Networking, Printers, etc…);

English skills – Advanced;

Good knowledge of ITIL Best

What You Need To Be

Graduate of Computer Science or equivalent;

Willing to work in a procedural environment, where initiatives and proactiveness in encouraged;

Learning oriented person;

Customer oriented - professionalism is required in all communication with the clients (phone calls, emails);

Punctual and flexible - schedule adherence is one of the objectives of your activity and it will be taken into account during your performance

What We Offer

Flexible working environment within a dynamic team ;

We leave you room to balance your work and private life - 22 days as annual vacation, plus 1 day added at every 3 years within the company;

Private medical subscription, you can choose from 2 providers;

Meal tickets; Free Gym Subscription - fitness, aerobic, pool (according to internal policies);

Preferential rates to 7Card subscription;

Preferential rates to a dental clinic; Massage within the company premises;

Team events (team-buildings, team hangouts, Christmas party, etc.);

Relaxation room (foosball, darts, board games, X-box, etc.);

Access to various training programs (soft and hard skills trainings, according to internal policies);

Being part of a growing organization with Belgian roots