IT Engineer for Application Support. Level L2
Adecco is starting the search and recruitment of an IT Engineer to provide support to users at an important company in the liquid gas distribution sector, which has over 250 employees spread across Europe, America, and Asia.
Their services include the design, implementation, and maintenance of IT/OT industrial solutions to improve the performance of the company's customers through three main areas:
* Monitoring and Control
* Availability and Reliability
* Optimization, based on two main areas of specialization: IIoT and Data Analytics.
You will work within the Customer Service department as an IT Engineer, reporting to the Remote Asset Services Manager.
Your responsibilities will include:
* Functionally and technically assisting users with contractual commitments regarding the use of solutions.
* Providing Level 2 support services for standard/customized solutions or applications related to ALTO (Bulk Supply Organization, optimization, and dispatch):
* Updating incidents and promptly communicating progress to the client.
* Escalating incidents when necessary, based on the type and severity of the issue.
* Examining the cause of incidents and establishing a diagnosis.
* Providing a temporary solution when a permanent solution is not possible.
* Identifying possible solutions (includes checking physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration, and assisting with navigation through application menus).
* Timely escalating more complex issues to L3 support/external providers.
* Participating in 24/7 application support coverage, addressing incidents according to the priorities assigned by ServiceNow, divided into 4 priority levels.
* Incidents must be resolved within a month according to priority: Priority 1 issues will be resolved in the first days, while Priority 4 issues require immediate attention.
* Implementing and monitoring action plans aimed at continuous service improvement (enhancing solution and customer knowledge, reducing incidents, increasing resolution rates, etc.).
* Establishing and monitoring key activities within the solution ecosystem to improve the customer's operational performance.
* Proposing solutions to enhance application reliability and quality, as well as reduce operational and call costs while ensuring an adequate level of security.
* Actively participating in updating application documentation linked to support activities.
* Participating in critical incident on-call duties, which requires connecting to the network in case of serious issues outside of regular working hours.
Work Conditions
* Temporary contract through Adecco for 6 months with the possibility of extension.
* Flexible working hours, with a schedule from 8:00 AM to 6:30 PM, always coordinated with the department to ensure coverage.
* The role includes 3 days of remote work and 2 days on-site: one at the headquarters in Tres Cantos and another in Villaverde.
* Willingness to be part of a 24/7 on-call rotation to address critical incidents (rotation also involves teams in Argentina, Kuala Lumpur, and Germany).
* Salary: €35,000 gross per year.
Requirements:
* Completed studies in Computer Engineering or similar.
* Minimum of 3 years of experience in the field of information systems, including 2 years in application/system support.
* Relevant experience in testing, troubleshooting, and system support activities.
* Good knowledge of basic SQL database concepts or any relational database.
* Good knowledge of scripting languages (PowerShell, PL/SQL, and TSQL).
* Experience with smart mobility devices; troubleshooting and management.
* Experience with Google tools (Gmail, Drive, Docs, Sheets, Google+).
* Experience with intelligent device integration.
* Good knowledge of network architecture/configuration.
* Familiarity with cloud hosting, maintenance, and management, especially in the AWS ecosystem.
* French language skills (spoken and/or written) are desirable, as the company has a headquarters in Canada, and communication may be in English or French.
* ITIL certification.
Skills:
* Customer-oriented.
* Good communication skills.
* Willingness and readiness to learn with a positive attitude and proactive mindset.
* Leadership qualities and the ability to work in a team.
* Strong analytical skills.
* Willingness to participate in a 24/7 on-call rotation.
* Proficiency in English (C1 level or higher).