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Telephony Support Analyst (1435)

Eingestellt von iET SA

Gesuchte Skills: Support, Xml, Sun, Unix

Projektbeschreibung

Telephony Support Analyst (1435)

Our customers Enterprise Systems, Tools and Automation (ESTA) Service Operation team is responsible for the second level support of IT key applications that support the globally implemented core ITIL processes such as Incident-, Problem-, Release-, Change-, Service-Request-, Knowledge-, Configuration-, and Event Management. Major tools used and supported in the ESTA portfolio are: IBM Mircromuse Netcool, ServiceNow, Business Objects, BMC Atrium CMDB, etc. and the IVR/PBX as the global Telephony solution.

This specific role concentrates on the support and maintenance of the Telephony solution for our customers global support teams. Besides having a good understanding of the Telephony system, it is expected to work with the rest of team on the other ITIL supporting tools.

Apart from the support role you, the Support Analyst is as well responsible for deploying major releases within the team. Documentation of operational guides, knowledge handover to other teams as well as participation in onboarding projects are completing this open position.

The entire team is stretched across the world and is following the "follow the Sun" principle where possible. For Swiss centric applications we provide an off business hours on-call support to cover 24*7 support. Thus the role will be required to do off buisiness hours on-call support in a shift rotation.

The Support Analyst will work with off-shore teams in Singapore and India and is responsible in providing a professional support for more than five thousand internal IT clients.

If you are looking for a new opportunity in a global and fast growing environment with the willingness to provide professional on-call support for a vast user base, we are very much looking forward to receive your application.

Requirements: working for more than 5 years in a global IT industry IVR Know How, including good understanding of the IVR WebGUI Call Center overall Know How, including understanding of products like PBX, Avaya, OneX Agent Knowledge in one of the following tools (IBM Monitoring Suite, ServiceNow, Remedy, BMC Suite, Busnisee Objects), ITIL Foundation v3

Very good knowledge in XML
Good knowledge of SQL
Knowledge in one of the following OS systems: Unix/Linux or Wintel

Good team player

Willing to work on-call

Fluent in English, German desirable.

Projektdetails

  • Einsatzort:

    Schweiz

  • Projektbeginn:

    asap

  • Projektdauer:

    6 months

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

iET SA