Brian Bailey Email & Phone Number

The OSS Engineer operates in close cooperation with:•(3rd party) Service Desk•OSS Team Coordinator •Site Service Manager•ICT Coordinators•Local Contact Persons, IT Business contactsJob Content:Key Areas of Accountability I Responsibility•Responsible to resolve incidents assigned by the Service Desk. This concerns those support activities requiring physical presence supporting workstations, the common Office environment, printing, Local area network, telephones, assist in server- and software incidents;•Responsible to execute tasks related to (non.) standard changes requiring physical presence, like delivering and installing new desktops/(laptops and printers;Responsible to support remote Server Management operations, Like:•Support break/fix activities;•Tape handling for servers;•Assisting in resolving backup issues;•Power shutdowns;•UPS testing;•Support Global IT suppliers to resolve problems in the ICT infrastructure and assist Problem Management in investigations and analysis of root causes (e.g. collect information and support testing);•Responsible to assist in Security incident handling, reporting of security deviations/breaches, etc.•Responsible to escalate to his/her Site Service Manager in case of:•Issues or complaints;•Any customer non-compliance, including software Infringements, security violations, virus issues and ICT services misuse.•Responsible to update assigned calls in the service management tool, including time tracking of own activities;•Responsible to create and provide knowledge articles according to the Knowledge Management process and to share experiences (knowledge transfer) with peers;•Responsible for audit support (e.g. check physical devices and Location)•Responsible to coach users on use of self-help tools provided by suppliers.