Our client is looking for a Global Technical Support Engineer to play a key role in the ongoing maintenance, technical support, and enhancement of several critical IT systems, including the Public Key Infrastructure (PKI).
The ideal candidate will concentrate on maintaining and enhancing system stability and performance, with a strong emphasis on resolving complex issues escalated to third-line support by identifying and addressing root causes.
Responsibilities
1. Support, Maintenance & Operations
- Lead System Support & Improvements: Oversee maintenance and enhancement of Windows Servers, PKI, backup systems, network devices, and proprietary applications.
- Advanced Technical Support: Provide Level 2 and 3 support, perform root cause analysis, and implement long-term solutions for incidents and recurring issues.
- Incident & Problem Management: Manage incidents and problems using the ITIL framework, ensuring timely resolution and continuous improvement.
- Collaboration & Coordination: Work closely with internal teams and third-party vendors to restore services and deliver effective solutions.
- Compliance & Performance Monitoring: Ensure systems meet security standards (ICAO, eIDAS), monitor performance, and maintain confidentiality of sensitive data.
2.Deployments& Change Management
- Change & Quality Management: Ensure all system changes are properly planned, tested, documented, approved, and audited, while maintaining high standards of service quality and system reliability.
- System Implementation & Support: Install, configure, and maintain hardware and software components, ensuring secure and efficient system operations.
- Continuous Improvement: Enhance system performance and efficiency through automation, scripting, and process improvements.
3. Stakeholder and Knowledge Management
- Team & Stakeholder Engagement: Participate in Core Teams as a Service Support Lead, collaborate with suppliers, and support cross-functional efforts to ensure service excellence.
- Disaster Recovery & Compliance: Lead the maintenance and testing of disaster recovery procedures while ensuring adherence to IT compliance and audit standards.
- Knowledge Management: Maintain and update comprehensive technical documentation, including system configurations, user guides, and training materials, with proper version control.
- Expertise & Mentorship: Build deep system knowledge to provide expert guidance and actively mentor junior team members to strengthen overall team capability.
Requirements
- 3+ years work experience in a similar role
- Comfortable with Windows enterprise environments
- Experience with Databases (Microsoft SQL)
- Experience in supporting external IT customers
- Previous work experience with suppliers is a plus
- Experience with network devices, VLANs, routing and general network configurations is a plus
- Experience with Hyper-V is a plus
- Experience of PKI systems such as Microsoft CAs is a plus
- Must be legally able to work in the EU and Internationally.
Education and Experience
- Higher level education in IT or a related degree
Benefits
- On-call allowance
- Health Insurance
- Life Insurance
- Flexible Hours
Job Reference: QW633
