With over 4500 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors.
Job mission
We are looking for an Wintel Support Engineer(L2) to join our Engineering Team which handles
medium-complex infrastructures, mainly enterprise environments. The team has members in
Bucharest and Iasi and collaborates with colleagues from Romania, The Netherlands and Belgium to
ensure that the quality of the services provided is at the highest level.
In terms of managed environments, we are talking about Wintel environments – over 7000
devices for over 100 customers, located abroad. The team members solve incidents for each and every
one of these customers, thus interacting with multiple technologies: Active Directory, SCCM,
Virtualization solutions (Hyper-V, VMWare, etc.), antivirus, cloud services, storage and backup
solutions.
At team level, we use ticketing tools and an Unified Monitoring Dashboard which integrates
multiple monitoring tools (SCOM, Zenoss, etc.) and helps us monitor customers environment. We have
a Knowledge Base where you’ll find up to date documentation, articles and how-to procedures which
are used on a day to basis. The Knowledge Base is kept up to date by all our teams.
As a member of this team, you will be involved also in creating technical procedures for our
L1 team, procedures which will help them solving first line problems.
Our working schedule is in shifts ( Monday to Friday from 07:00 – 15:30 EET and 11:30 to
20:00 EET) as we offer 24/7/365 support for our customers. Besides the working shifts, the engineers
are performing stand-by shifts (on-call) remotely. These are designed to cover the work load during
the night and weekends (for critical issues).
We are ITIL certified, which means that we respect specific standards for the procedures and
operational flow we have in place, which are implemented division-level. In addition to that, in order
to increase efficiency and transparency in terms of team interaction and communication, we use
periodically 121 and team meetings, which help us deliver our services continually while not
overburdening the team members.
What does the Job entail:
➢ Offer 2nd line support for our customers➢ Ensure the daily maintenance of the IT infrastructures of our customers
➢ Analyze incidents generated by our monitoring systems in order to quickly repair them
➢ Analyze the support requests sent by our customers by phone, email or web submit
➢ Timely update every support request assigned to your group
➢ Accurate ticket documentation of the support request and troubleshooting steps taken
➢ Take ownership and responsibility for all tickets assigned to your queue
➢ Maintenance of operational systems/resources at customer sites (Windows updates,ESXi
updates, Storage updates, Software updates)
➢ Interact with the customer, by positively exposing Cegeka during the direct communication
with customers
➢ Work in close collaboration with your colleagues to ensure that service delivery to the
customer is of the highest standard
➢ Work in accordance with the Cegeka quality standards, procedures, processes and internal
regulations
➢ Attend trainings and team meetings
➢ Respect deadlines and procedures agreed at team level or with the customer
➢ Ensure that the SLAs are met
➢ Also: be a colleague and not only a team member – and a very good one! ☺
Who are we looking for?
Must have:
➢ Good knowledge of Microsoft server platforms (2019, 2016, 2012R2, 2012, 2008 R2, 2008,
2003)
➢ Good knowledge and experience in working with and troubleshooting Microsoft Active
Directory Services
➢ Good knowledge and experience in working with and troubleshooting Windows Roles &
Features (DNS, DHCP, DFS, IIS, WSUS, CA)
➢ Knowledge and experience with Cloud Platforms (Azure, AWS, Google Cloud)
➢ Knowledge and experience with Powershell scripting
➢ Good knowledge of at least one enterprise class backup system (Veeam, Backup Exec,
Commvault, etc.)
➢ Knowledge and experience with Virtualization Software (VMware, Hyper-V, etc.)
Nice to have:
➢ Knowledge and experience with Microsoft Terminal Services
➢ Good knowledge of at least one enterprise class backup system (Veeam, Backup Exec,
Commvault, etc.)
➢ Good knowledge and experience with enterprise Antivirus products (Symantec EP, SCEP, etc.)
➢ Knowledge of storage subsystems
➢ Server hardware fundamentals
➢ Networking fundamentals
What we expect from you:
➢ Professionalism is required in all communication with the clients (phone calls, emails)
➢ Initiative is required in day to day tasks
➢ Passion for IT and strong interest in self-development
➢ Strong team spirit and involvement
➢ Punctuality and flexibility
➢ Schedule adherence is one of the objectives of your activity and it will be taken into account
during your performance evaluation
➢ Ability to listen, learn and improve
➢ Excellent English skills, both written and verbal
Application flow
Apply
If the role is interesting apply, or get in touch with the dedicated recruiter for more details.
Assessment
Our Recruitment team will take a look at your application and let you know the next steps.
Meet us
Within two steps we will meet and we can discover together if we are a match on both sides.