IV. OBJECTIVES OF THE POSITION

The purpose of the position of SPINCO Solutions Support Officer is to work in the areas of System Administration and the Service Desk.

Initial objectives include:

• System networks and servers used for SPINCO Solutions are maintained and continuously improved in coordination with the System Administrator
• System Monitoring tools are implemented and used to drive improvement and react to incidents
• Disaster Recovery Plan is developed and maintained
• 1st level user support for service request, incidents, and change requests is provided in a timely and effective manner in coordination with the Release and Support Manager and Service Desk Consultant
• User guides and e-learning material are developed and maintained for target users.

MAIN RESPONSIBILITIES

System Administration Support (50%)

• In collaboration with the System Administrator, and reporting to the SPINCO Solutions & Services Coordinator, to guarantee the SLA of SPINCO services according to ITSM requirements
• Monitor the availability of all servers and services (production, staging, training, test…).
• Installation, setup and maintenance of servers according to System Administrator requests
• Technical administration of users account (Developers and other team members).
• Propose and implement plans to continuously improve availability and performance of the servers & services
• Manage redundancy, backups, security, failover, maintenance, patches/upgrades, DRP according to System Administrator requests
• Troubleshoot issues impacting availability and performance
• Create & maintain related documentation and SLA reports
• Services include configuration/maintenance of tools used in the Production environment such as EBX, Proxmox VE, Proxmox BSE, Jenkins, Gitea, Grafana, Matomo (bonus)

SPINCO Help Desk Support (50%)

• In collaboration with the SPINCO Support Team, and reporting to the SPINCO Release & Support Manager, to guarantee the SLAs of SPINCO services according to ITSM requirements
• Respond to, and assist end users
• Acknowledge JIRA tickets submitted to SPINCO support portal
• Resolve service requests, incidents, and change requests in a timely and effective manner
• Identify change requests and problem tickets and review with Release & Support Manager/Business Analysts
• Create and update knowledge base entries
• Update/Migrate e-learning modules
• Propose improvements/problems following agile methodology
• Follow-up with the requestor after the release
• Deliver support material to the end user (e-learning, knowledge base articles,…)