Purpose
Manages the IT systems and networks under supervision by a (senior) System Manager,
within the defined specifications and in agreement with the manager, in order for the
system to be used by the client as optimal as possible.
Tasks and Responsibilities
- System Management
Takes care of certain system management tasks under supervision of the (senior) System
Manager, in order for the service levels to be achieved.
Main activities
- Is partly responsible for the uptime of the sections of the IT systems;
- Performs all defined management tasks for example back up checks and restores, user administration etc.;
- Takes care of installation and patch activities.
- Incident management
Solves and reports back reported incidents, under the supervision of the (senior) System
Manager, to have the system functioning properly again.
Main activities
- Achieves the service levels;
- Takes care of quality improvements for the service desk by offered support.
- Documentation
Completes and maintains reports and documentation on time and correctly with regards to
the managed IT environments under supervision of the (senior) System Manager, in
compliance with the management agreements, in order to make optimal management
possible.
Main activities
- Maintains the management documents fully, completely and on time in relation to the managed customer IT environments.
- Technical knowlegde
Maintains up to date of all technical knowledge within the defined training plan and/or
agreements with the manager in order for the previous points to be carried out sufficiently. - Sales
Proactively signals potential company-business in order to obtain extra income and increase
customer satisfaction.
Main activities
- Assists in presales cases;
- Informs account management on possible extra work.
- Planning & Administration
Ensures timely and correct planning and administration, within the company standards and
agreements and in accordance with customer-administrations, to ensure a professional
delivery.
Main activities
- Ensures timely and correct administration of time sheets;
- Ensures delivery within time, within budget and agreed quality;
- Monitors progress of own tasks;
- Communicates on forehand about possible delays or overrun.
- Replacement
Keeps colleagues up to date with regards to work instructions, procedures and customer documentation, according to specifications, in order for the necessary work to be taken over in absence of the employee.
Main activities
- (Jointly) guarantees the continuity of the level of service.
Job Requirements
Education
- Vocational level or level acquired through experience.
Experience, knowledge and skills
- Experience as Service desk employee or other technical/service position;
- Knowledge of Microsoft (MCSE) and Novell (CNE) and/or Unix;
- Some knowledge of network and data communication.
Competences
A.6 Progress tracking
C.8 Organizing own work
C.10 Eye for detail