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2nd Level Engineer - Italian and English Speaking in EH49 7LR, Scotland, United Kingdom

Teleperformance UK

2nd Level Engineer - Italian and English Speaking Salary circa £17,000 per annum DOE As the world leader and experts in the call centre services industry, Teleperformance are recruiting for an Italian and English speaking Level 2 Engineer on a permanent basis to support our IT based client. This will be a full time, 40 hours per week/ shift rota cycle including weekends which are 12 hour shifts & 8 hour shifts covering (Early/Back/Night). Shifts as required to provide 24x7x365 support. Objective of the function To effectively provide technical support to our client and their customers in a 24/7 shift environment. To review/analyse and troubleshoot technical problems on customers systems /hosts covering Database, Application, Network & UNIX systems. To communicate with tier 1 & 3 in a professional manner and to provide a high quality service using the customers toolsets & procedures Main tasks: • To support and assist the client & their portfolio of customers with regards to event and fault monitoring via Oracle toolsets • Remote administration of customers systems on a variety of hardware platforms and OS's, including UNIX/Solaris, Linux, and Windows. Range of activities to conduct based upon customer contract level, and includes, but not limited to, OS support, (Oracle engineered systems: Exadata, Exalogic, supercluster, red Apps Siebel) hardware fault diagnosis, scheduling backups, patching, upgrades and administrative activities associated with remote support of customer systems and infrastructure. • Conduct event monitoring where appropriate, including maintenance and installation of same to either facilitate remote administration, or enable remote monitoring by other personnel within the EMEA Control Centre. • Compile, (and depending on business needs, present) customer reports to demonstrate performance of above • Direct contact with various support teams and customers in EMEA & LATAM (Spanish language role only). • Ensure that any incident tickets & Hardware requests (SRs) are initially trouble shot using knowledge & related technical documents with ways to resolve issues. Also ensuring that incidents are escalated or passed to the appropriate departments in a timely manner. • Create knowledge documentation. • Ability to create and work Change managements as per operational procedures. • Research through available resources (Knowledge article DB Oracle online resources, NC documentation, FAQs, etc.) to find the necessary information/solution. • Carry out any admin tasks associated with the smooth running of the services. • Compiling shift report. • Handle Oracle Portal incident tickets & Oracle Service desk hardware related SR Tickets, Support Oracle applications as required (OEM EM etc.), support and aid customers in optimisation of systems. • Ensure verbal and written communications are handled professionally and are submitted in a professional manner. • Ensure that they contribute to meeting SLAs and KPIS as dictated by the contract. • Work in a 24/7 shift environment operation Minimum skills after training: • Competent in using Ticket handling toolsets (ITIL Structure) • Competent in use of email and telephone systems • Ability to diagnose and troubleshoot various problems assigned to team • Ability and willingness to take the right decisions within the scope of routine tasks and to account for the decisions • Seeks actively feedback from superior, accepts and implements received feedback • Ability to obtain relevant information from various resources to assist with troubleshooting issues • Willingness to comply with the guidelines and work instructions. • Identification with the company and the client demonstrating this both internally and externally for example: knows names of managers and their managers within TP & client environment. • Ability to organise daily work and tasks independently • Ability to raise hardware tickets • Manage life cycle of case • Provide updates to customers • Deal with Change management requests • Escalate effectively to respective technology tier 3 (DBA/Unix applications etc.) • Provide advice to Tier 1 if required. • Targeted information exchange with all relevant persons and hierarchies as necessary for the tasks Minimum requirements at recruitment: • High level technical aptitude and problem solving ability. • Good English + language written and verbal communication skills. • Familiarity and experience of Solaris, Linux or UNIX systems. • Helpdesk type work experience is a bonus • Commitment to providing a first class service, within a service oriented environment. • Ability to work under pressure and without direct supervision. • Good social skills and abilities to communicate at all levels. • Ability to accept responsibility. • Good troubleshooting skills. • Ability to interpret a variety of instructions provided in written and oral format. • Ability to troubleshoot technical issues over the telephone. • Exceptional Interpersonal skills and proactive approach. • Team Player and ability to work under pressure • Commitment to respond to customer concerns or issues accurately and efficiently • Willingness to learn new skills and concepts. • Attendance and punctuality. • Knows and respects characteristics of different nationalities within the team. How to apply Please send your CV and covering letter by clicking "Apply"

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