Description de l'annonce:

Job Summary:

The OSS Application Support is dealing with all End users service requests and he is responsible for day-to-day troubleshooting of IT incidents with Major Focus in Tunisia Local supported applications.

Organizational Structure:

The position is based in Sfax

Key Accountabilities:

·  Provide users with appropriate IT support for their day to day requirement.

·  Ensure all incidents, service requests and changes are treated, implemented and closed using the ticketing system

·  The Application Analyst need to provide L1/L2 Support for Local Tunisia Applications: This include and non-limited to: Procient, MicroSesame and CARE + Any other application going for local .

·  Whenever required Application Analyst need to work closely with application Service provider to solve L3 related incident.

·  Application Analyst need to work closely with Local OLM and Infrastructure Support to solve Major Incident related to application in timely manner.

·  Application Analyst need to support and coordinate related Application changes through application life cycle with Application provider, Local OLM and Central OLM.

·  Provide with End To End support for Executive Members.

·  Ensure swift resolution of Service requests and incidents within SLA targets.

·  Promote effective use of the company Enterprise Technology set such as GID, Remote access tools, the company printing and scanning services, Skype and Audio Visual systems, Mobiles and Smartphones push email services (Android and iOS)…

·  Provide IT and Audio/Video Telephony support in meeting rooms and for workshop in remote locations 

·  Following the appropriate handover process while delivering services.

·  Follow up and coordinate with third party suppliers on all maintenance and routine maintenance intervention.

·  Escort Third party provider in their intervention.

·  Provide periodic reports on the supported hardware (warranty, exploitation dates, and due for disposal…)

·  IT equipment and stock inventory management: Ensure accuracy of IT hardware data base.

·  Maintain up to date documents for job related processes

·  Comply with the company policies, standards and guidelines.

·  Recognise the risk associated to Information Protection and Security; abide by the company IRM.

·  Every individual has a duty to both themselves and those around them to ensure that safe practice is adhered to at all times. In addition to any specific accountability for HSSE, all employees are accountable for ensuring that they take care of themselves and adopt exemplary safe behaviours.

Internal/External Interaction

With all users: To provide support and ensure user satisfaction

• With IT Team members:
• To escalate issues for supervisor team members
• To support major incident and problem resolution
• To Support Project delivery Activities
• With Global Support: To raise and follow incidents/requests
• With Local providers:
• To raise and follow service request/incidents
• To ensure maintenance and routine maintenance are delivered
• With Application providers Local and Central OLM:
• To raise and follow L3 request/incidents
• To support Changes/Projects though Application life cycle.

Specialist Knowledge, Languages

Information Technology Diplomat or equivalent

ITIL framework knowledge

Business English is mandatory for day to day work. Arabic and French is a plus.

Skills

§  ITIL V3 Foundation framework knowledge ideally certified.

§  Familiar with IT ticketing process and systems

§  Advanced knowledge on supporting users using Microsoft Windows environment: Windows7, Windows10, Microsoft office 365.

§  Advanced Knowledge of cloud computing platform such azure —with solutions including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS).

§  Advanced knowledge of Oracle and SQL Databases and related Windows and Unix Hosting platforms.

§  Good knowledge of VPN, remote access solutions

§  Knowledge of Symantec tools: Symantec End Point protection

§  Knowledge on Mobile devices usability and maintenance: Nokia, android and iOS…

§  Fundamental knowledge of server processes, Active Directory policies, PC’s, database systems.

§  Skilled on HP hardware maintenance: ability to mitigate and do quick fix for hardware issues mainly printing devices

§  Good knowledge on audio visual systems: Skype, Logitech and Crestron…

§  Good interpersonal and communication skills (both written and oral): Ability to explain devices and systems usability for non-technical users.

§  Understanding of Tunisia internet and telecom service provider support process

§  Oil & Gas business understanding: ability to give the appropriate level of severity for assigned incident.

§  Ability to quickly learn and understand new systems and equipment.

Special Features

·  Valid Driving Licence B : Defence Driving is required to drive to service provider location or remote location for support

·  BOSIET for possible offshore work visits