L1/L2 Support with German or French

What we expect: We expect a high level of reliability, process adherence, and effective communication, with availability aligned to our operational support hours (incl. 24/7). The person works remote but is fully integrated into the application team.

Ideal profile:

o   Good understanding of business processes and technical requirements, with a strong focus on customer service and results.

o   Proficiency in database technologies such as Oracle and PL/SQL, and competent programming and scripting skills.

o   Familiarity with AWS or similar Cloud Technology.

o   Bachelor’s degree in a technical or engineering field, or an equivalent professional certification.

o   At least two years of professional experience.

o   Prior experience in the energy sector is beneficial but not required.

o   Fluent in English; proficiency in German and French is highly advantageous.

o   Very good communication skills, capable of effectively articulating complex technical concepts to diverse audiences.

Types of entry level tasks (level 1 in nature)

These are front-line, routine tasks that follow standard procedures and are ideal for service desk outsourcing:

1.     User Request Handling (application specific)

o   Password resets, account unlocks

o   Access request processing (based on defined workflows)

o   Basic help on applications 

2.     Ticket Logging & Triage

o   Logging incidents in ITSM tools

o   Escalating issues to 2nd/3rd level based on prioritization rules

3.     Monitoring & Alert Handling

o   Observing dashboards for known application/system alerts

o   Responding to monitoring tools (e.g. CPU usage alerts, service restarts)

o   Notifying responsible teams based on predefined criteria

4.     Predefined Troubleshooting

o   Restart services, reset configurations

o   Apply step-by-step scripts for pre-defined standard requests

o   Check application/service statuses and logs for predefined issues

5.     Standard FAQs and Knowledge Base Support

o   Use of knowledge base articles to resolve common user issues

o   Enhance our existing documentation and knowledge base

o   Guiding users through common tasks (installations, print setup, etc.) 

More advanced tasks (e.g. level 2 in nature)

These are technical but standardized tasks that involve deeper knowledge and tools but are still routine enough to delegate:

6.     Application Configuration Support (Predefined Scenarios)

o   Applying configuration changes within set boundaries

o   Managing scheduled jobs, scripts, or interface restarts

7.     Incident Resolution Using Known Error Database (KEDB)

o   Investigating and resolving issues using documented solutions

o   Updating records and knowledge base when new solutions are verified

8.     Log File Review (Pattern-Based)

o   Scanning logs for recurring errors using tools or scripts

o   Extracting error messages and applying fixes from KB or runbooks

9.     Batch Job Monitoring & Execution

o   Monitoring batch jobs and workflows

o   Rerunning failed jobs based on SOPs

o   Escalating issues when jobs fail outside of known parameters

10. Data Fixes Using Approved Scripts

o   Running vetted SQL scripts or tools to fix known data issues

o   Validating input/output of correction scripts

11. Application Testing

o   Execution of functional and regression test cases defined by the application team

o   Validation of system behavior after changes, deployments, or recovery activities

o   Use of predefined test plans, checklists, and scripts to ensure consistency and traceability

o   Documentation of test results and reporting of deviations or anomalies

o   Collaboration with the application team to verify fixes and perform re-tests when required

12. System/Service Health Checks

o   Daily/weekly checks on system components

o   Documenting and reporting anomalies  

13. Service restore

o   Communication & Coordination: Notify stakeholders and coordinate with infrastructure teams as needed.

o   Execution of Recovery Actions: Execute documented steps like restarts, job re-runs, or scripts.

o   Validation & Testing: Confirm recovery through basic application checks.

Status Updates & Closure: Update ticket with actions and inform stakeholders of closure.

o   Post-Restoration Handoff: Escalate to app owners if needed, with relevant context.