Endava

Mandatory skills: Data base servers support: MS SQL Server, Oracle, MySQL; Systems engineering, testing and/or integration background on both UNIX and Windows systems; Working knowledge of communication protocols (TCP, UDP, RTSP, RTP), OSI Layers (Cisco certification desired); Hardware support skills (cabling, wiring, firewalling, routing, switching, workstations parts replacement and upgrade, etc); Excellent Windows workstation OS knowledge (XP and Vista installation and troubleshooting).

Desirable skills: Experience in a similar position; Good communication skills, written and verbal, in English and Romanian(previous experience of communicating with English Language speakers - advantage); Working with demanding customers and delivering to tight deadlines.

Project description. Responsibilities:

This is a great opportunity to work for Endava Group Support Team, within the IT Support Department. Your main responsibilities will be to:

· Provide 24x7 Level 2 support to Endava customer’s clients (according to the terms of the Contract / Statement of work agreed with Client), including: detailed analysis, triage and isolation of reported issues, customer interaction (phone, emails etc), gathering information needed to continue investigation, provide initial response, keep clients updated on progress of the open incidents;
· Closely follow Endava’s customer support process as described in internal documentation set according with Endava SLAs, owning, fixing, escalating and prioritising as required to ensure all Service Levels are met or exceeded;
· Configure hardware and software as required including dedicated servers (test rack) and workstations;
· Generate and store system images;
· Completing Knowledge Base articles, troubleshooting documentation and product procedures as required;
· Deploy and configure services requested by Endava Cluj-Napoca users and Endava customers.
· Build / integrate tools and applications in order to improve/maintain quality and continuity of service;
· Make sure all tools/applications used within the company are according with the contracted licenses and policy standards;
· Maintain permanent contact with hardware/software/services suppliers assuring that contractual deals and followed and quality of service is the one agreed internally;
· Informs line manager on any problems identified on critical equipments/services/security systems and attempts on violating internal rules regarding information security.

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