ESPC Service Agent

Job Description & Summary

Summary:

The ESPC Service Agent plays a key role in the server infrastructure's seamless functioning through monitoring, maintenance, and troubleshooting responsibilities. An ideal candidate for this role would possess a good understanding of server systems, databases, monitoring tools, and the wide area networks. In addition, excellent communication and collaboration skills are paramount for successful collaboration within the team.

Job Duties:

• Work in 2-shift operations, following the 4-eyes principle

• Execution of activities standard operating procedures (SOP´s) to support data center operations

• Collaborate with other 2nd level support teams to remediate incidents. 

• Perform regular checks and inspections of server systems and associated infrastructure, identify the potential issues and implement preventive measures, control and oversee server setup and dismantling procedures, ensuring seamless transitions with minimal downtime,

• Actively participate in incident management, adhere to the established procedures and contribute to critical problem resolutions,

• Record and process service tickets, ensuring prompt follow-up,

• Manage the server repair orders, coordinate the service providers and the suppliers.

Skills:

• Advanced general knowledge of server systems, databases, monitoring tools, and wide area networks: Windows Server Administration, Linux management, virtualization(VMWare), SQL, infrastructure/administration, and Microsoft SCOM,

• Basic knowledge about SAP R3 and SAP HANA, and Microsoft SharePoint (M365) infrastructure 

• Exceptional organizational abilities and adherence to established procedures, ensuring a well-structured and efficient work environment,

• Ability to work in shifts, effectively manage tickets, and comprehend server set-up processes,

• Meticulous attention to detail and ability to provide well-documented records,

• Excellent communication and collaboration skills to effectively support stakeholders as well as to collaborate with external vendors. 

• Willingness to learn the interdependencies between business processes and IT services, ensuring alignment and efficiency,

• Competent in assessing, implementing, and documenting infrastructure changes, contributing to continuous improvement of the standard operating procedures. 

• Familiar with incident management, major incident management, and problem management processes. 

• Proficiency in ITIL change management and problem management best practices is a plus. 

Qualifications:

• Education:

  • A relevant degree, such as a Bachelor's or Master's degree in Computer Science or Information Technology is a plus

• Experience:

  • 2+ years of experience in a related role, with a proven track record of successfully managing server systems

• Language:

  • Fluent in English, both written and spoken