سامانه جامع ساعی | Saei Group

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فرصت‌های شغلی ۴

استخدام کارشناس پشتیبانی نرم‌افزار (آقا)

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دسته‌بندی شغلی

IT / DevOps / Server
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

کمتر از سه سال
حقوق

حقوق پایه (وزارت کار)

شرح موقعیت شغلی

Monitor continuously the status, performance and alarms of applications and nework during shift time.
- Detect Critical and Major alarms within SLA, check the alarms appeared in monitoring tools and perform 1st level action commands before alerting.
- Inform Technical leaders about the important outages and updates within SLA.
- Ensure escalation to the operation management in case the alarm is not cleared within the SLA.
- Perform health check process - Ensure that proper alarm handling and escalation procedures are followed ensure the shortest possible reaction and remedy time applicable to specific fault categories, and attain required service levels.
- Receive the customer's complaint sent by service desk, check the origin of the problem, and confirm if it’s under technical responsibility.
- Inform the Customer about the first investigation and the owner to solve the problem.
- Assign the ticket to related team for resolution within the agreed SLA.
- Updat Ticketing System/Fault Log accordingly.
- Provide support to the teams in the field to reduce delay of the outage and give them all the necessary information needed to handle the alarm.
- Check in the monitoring tools if really the alarms are cleared. Check with Customer the update status of the complaints.
- Full observation on Ticket dashboard and follow up with BO teams
- Close the ticket when the alarm/Customer complaints are confirmed that they are resolved and verification of ticket comment
- Update the ticket with information related to the problem
- Handover clean Ticket dashboard to next shift
- Follow for CRs surveillance quality, monitor from beginning and end the CR.
- Report CR status in Change Management/Ticket System when CRs are finished.

Requirements

- Experience of monitoring
- Familiar with ticket handling
- Strong collaborating ability, create and handle and relationships with other departments.
- Telecom and computer field knowledge.
- Know how to diagnose and evaluate the level of complexity and urgency of a problem and make correlations
- At least BS degree in related majors
- Intermediate English.
- Intermediate MS Office Pack (Word, Excel, PowerPoint, Access, Visio, etc.).
- Ability of working in shift duration(day and night)

معرفی شرکت

زمینه فعالیت این شرکت در حوزه تلکام می باشد. گروه شرکت های ساعی با همت و تلاش بی وقفه پرسنل کوشا خود ، توانسته تا حد قابل قبولی به اهداف خود دست یابد که البته این تلاش و کوشش همچنان جهت بهینه سازی و رسیدن به اهداف والاتر ادامه دارد. این شرکت، جهت تکمیل کادر تخصصی خود در تهران، از متخصصین نرم افزار – ترجیحا با سابقه کار- و آشنا به زبان انگلیسی دعوت به همکاری می نماید.

زبان‌های مورد نیاز

انگلیسی
مهارت‌های مورد نیاز

پشتیبانی پشتیبانی نرم افزار Monitoring SLA Microsoft Office
جنسیت

مرد
وضعیت نظام وظیفه

مهم‌ نیست
حداقل مدرک تحصیلی

کارشناسی