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Senior Service Desk Analyst

Remote: 
Full Remote
Contract: 
Freelance
Experience: 
Mid-level (2-5 years)
Work from: 
Poland

Offer summary

Qualifications:

Bachelor’s degree in Computer Science, IT, or Engineering, Minimum 3 years of service desk experience, Familiarity with IBM OS400 and OpenShift administration.

Key responsabilities:

  • Provide training and mentorship to service desk staff
  • Develop and maintain service desk procedures
  • Offer technical support for various systems
  • Manage user accounts and monitor system performance
  • Handle incident management and provide customer service
Be | Shaping the Future Poland logo
Be | Shaping the Future Poland
51 - 200 Employees
About Be | Shaping the Future Poland
We are all about PeoplePeople are at the heart of everything we do at Be - our employees, our clients, our colleagues, our candidates, people who work around us. We are essentially a people company – we believe that talent is our most valuable asset. At the end of the day, we are an IT and business consultancy firm to our clients equipping them with talent and knowledge they need to succeed. Our clients are our partnersOur clients are a part of our teams. Our consultants are closely integrated within their structure. You work together on large and complex environments, and there aren’t many barriers to take on new challenges. You are encouraged to learn and grow.We are mid-sized (190+ people)We are not really a large corporation. We wouldn’t call ourselves a start-up or a family business. We combine some of the best traditions of business types. We are powered by 'BE Group' and by the long-term stable relationships with our clients. Our medium size allows us to know each other closely, offering flexibility and personalised approach to your needs. We call it a human touch, a sense of community, we aim to preserve it while continuing to grow.In trust we trustWe are not big on micromanagement. We try to be mentors and educators.You are given a large amount of freedom and autonomy to be who you want to be. We have confidence in your skills, work ethics, and self-direction to get the stuff done. That liberating feeling that nobody controls you gives you a strong sense of responsibility and ownership. We are fastWe value quick action: from recruitment to onboarding. We try to avoid lengthy bureaucratic processes at all cost. We call things by their namesWe are transparent and honest in our communication. We expose you to the reality and complexity of our projects from day one. We give you all the clues. No fairy tales or over-bloated promises. You know what to expect and you know what’s expected.We grow and change together. Join us to shape the future !
See more Be | Shaping the Future Poland offers

Job description

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Your missions

Be | Shaping the Future Poland has a proven position of being a reliable partner for financial services organizations to analyze complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customizing our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.


Responsibilities:

  • Provide induction, training and mentorship to service desk staff
  • Provide application user trainings to internal system users (client)
  • Develop and maintain service desk procedures and best practices
  • Provide basic technical support for IBM OS400 (AS/400), Kubernetes/Cloud (Red Hat OpenShift), Linux, and VM environments
  • Liaise with specific technical specialists to troubleshoot and resolve complex issues not recorded in the accumulated knowledge base or requiring further deep-down investigation
  • Oversee OS400 operations, deploy/manage OpenShift applications, and manage Linux/VM environments
  • Manage user accounts and permissions for OS400, OpenShift, and IBM WebSphere environments
  • Utilize tools like Prometheus and Grafana for monitoring system performance and ensuring reliability
  • Implement monitoring solutions for IBM OS400 and WebSphere environments
  • Use monitoring tools to oversee Linux and VM environments
  • Maintain and manage backup/recovery strategies for OS400, Kubernetes/Cloud, and Linux/VM environments
  • Handle incident management, root cause analysis, and use ITSM tools like Jira
  • Provide excellent customer service, create user guides, and communicate technical information effectively



Requirements:

  • Bachelor’s degree in computer science, Information Technology, or any related engineering field
  • Minimum of 3 years of experience as a service desk analyst or in a similar support / customer-facing role
  • Familiarity with IBM OS400 (AS/400) administration
  • Familiarity with Kubernetes/Cloud environments administration, preferably Red Hat OpenShift
  • Familiarity with using OpenShift Web Console and CLI (oc) and deploying and managing applications on OpenShift
  • Understanding of OS400 system operations and commands
  • Familiarity with using monitoring and logging tools for OpenShift
  • Skilled in incident management and root cause analysis
  • Excellent leadership, communication and customer service skills
  • Proficient in using IT Service Management (ITSM) tools (e.g., Jira)


Nice to have:

  • Experience with Linux system operations and VM troubleshooting
  • Experience in troubleshooting and resolving technical issues on OS400 and OpenShift
  • Troubleshooting experience with IBM WebSphere is a plus


Our offer:

  • Competitive remunaration on B2B contract
  • Possibility to activate private healthcare with Medicover and a Multisport card
  • Access to Mindgram – mental health & well-being platform
  • Free gym at Q22
  • Personal development – internal online / onsite DevTalks
  • Referral bonus program
  • International environment


Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

Disaster Recovery SolutionTechnical SupportLinux AdministrationService DesignIT Service ManagementVirtual Machine ManagerRoot Cause AnalysisKubernetesIBM OS/390Incident ManagementEnd-User Training And SupportHelp Desk SupportSystem MonitoringIBM Websphere Application Server

Soft Skills

  • Leadership
  • Verbal Communication Skills
  • Customer Service
Are you interested?

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