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First Line IT Support Technician
2018-09-24 14:26:34| Space-careers.com Jobs RSS
Position Reference 079 You will have the opportunity to support the POLARIS activities. POLARIS is a platform and set of services mainly designed to host, run and operate PRISMA and ECLIPSE applications, which are ESA European Space Agencys most widely used tools for information management in the project development phase. These applications are used by ESA Space Projects across the ESA Directorates, Industry, the Scientific Community and the Delegate Bodies. Tasks and Activities The scope of work will include Opening tickets ensuring full understanding of the incidents data is initially collected, in such a manner as to be responsive, courteous, effective and efficient when handling user incidents e.g. no user contact shall be lost once acknowledged Contributing to tracking, flagging, monitoring, following up and closing Tickets until their closure is confirmed by the users Recording changes and tracking all interactions with user and exchange of information relevant to the incident, including escalation activity Resolving tickets at the first point of contact wherever possible Managing, supervising, coordinating, escalating all other POLARIS layers or relevant third parties until the incident is closed and confirmed by the users, according to POLARIS and third parties Service Level Agreements Supporting the user on questions related to recurrent and standardised How To or frequently asked questions, by means of remote assistance tool when needed, calling back Users for any clarification and providing them with updates on their tickets status Supporting incident trend analysis and root cause identification Proactive incident Management Rejecting incidents as out of POLARIS scope Misrouting management, e.g. Desktops, Printers, etc.., forwarding to proper 3rd party First Line the incidents raised by the user and giving a clear reason for rejection Contributing to verify accuracy of the information collected from third party suppliers before inserting it in the POLARIS Service Management System Contributing to managing complaints and dissatisfactions according to the corresponding procedure. Adhoc additional task as required by the Service Manager in support of the POLARIS activities. Skills and Experience The following skills and experience are mandatory You have a technical qualification or documented operational experience in the field of IT Systems, Network Engineering andor data center operation. You have experience in the first line support management, operation and maintenance of IT systems. You are fluent in the English language You have a strong customer oriented approach and able to communicate coherently and professionally. You have experience in Documentation Management and keeping Documents under Configuration Control. The following skills would be highly desirable Previous experience with ESA andor Polaris. How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 01102018. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of CONFIDENTIAL or above. About RHEA Group RHEA Group is a leading engineering consultancy firm with demonstrated expertise in space, system and secure software solutions. We attract skilled engineers, scientists and management professionals and offer a range of exciting career paths working alongside clients such as the European Space Agency, the European GNSS Agency, EUMETSAT and NATO.
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