PAM IDAM 2nd Line Service Support Engineer

Job Family

The core of IT System Management is scanning, evaluating, selecting, adopting and decommissioning core technologies for IT infrastructure environments. The role requires maintaining close relationships with key technology providers and developing a consistent technology strategy and lifecycle-management plans supported by forward-looking hardware and software budgets, including capital and operating expenditure.

Typical activities

• Design, develop, implement and support IT infrastructure solutions aligned with enterprise architecture direction and standards.
• Perform technical planning to select and implement appropriate, affordable technology for business solutions.
• Provide expertise to support and troubleshoot infrastructure issues.
• Assess compatibility and integration of products and services proposed as standards to ensure an integrated architecture across interdependent technologies.
• Ensure systems are properly operated and maintained and that system evolution is successfully implemented.

General Description

• Provide a wide range of technical assistance to users of IT systems.
• May be responsible for the satisfactory performance of a subset of IT systems.
• Design solutions within a well-defined scope using supplier products to support business needs.
• Provide system expertise in a specific technology and contribute to projects and operational tasks.
• Act as a technology expert and provide 2nd- and 3rd-level support for specific products.
• Seek efficient support and maintenance of technology and contribute to standard projects.
• Apply IT operational experience across office or IT applications, middleware, operating systems and network technology.

Role

• Install system and/or server software and hardware, including non-standard configurations, either directly or by supervising others, and provide connectivity where needed.
• Manage most day-to-day aspects of IT systems.
• Resolve problems or queries received directly from users or through a help desk within known domains of expertise.
• Stay current with technologies and understand the commercial drivers of the work.
• Troubleshoot hardware and/or software problems within the area of expertise.
• Recommend changes and implement agreed enhancements.

Function Expectations

Complexity & Problem Solving

• Handle standard situations within known domains of expertise.
• Propose process and procedure improvements within the domain of expertise.

Decision Making

• Use existing processes, policies, knowledge and expertise to support decisions in the operational domain.
• Propose incremental improvements within the operational domain.

Strategic Approach & Impact

• Focus on execution within the domain of expertise.
• Run and maintain the operational process.

Autonomy & Leadership

• Work autonomously within the domain of expertise.
• Independently coordinate and plan activities within given constraints.
• Use expertise to challenge the goals and scope of new requests and evaluate the impact of new requirements.
• Contribute to defining implementation methods for products, services, solutions and applications within the known domain of expertise.

About the Team

The role is part of the Chief Information Security Office (CISO), responsible for establishing controls that adequately and effectively protect information assets.

What We Offer

• Work with inspiring, supportive and engaged colleagues in an international environment.
• Learning and development environment with emphasis on knowledge sharing and training.
• Competitive salary and comprehensive benefits.
• Hybrid working model: office attendance 8 days per month with remote-working options.
• Inclusive culture that celebrates diversity and considers all qualified applicants for employment.