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IT Helpdesk Support

Information Technology
181242 Requisition #

JOB ROLE: Service Desk Engineer: Linux Support (Shift Job)

As a service desk Engineer you will act as first point of contact for Linux support

The primary objective of the role is to provide first time resolution.  This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact.

This is a demanding support position which calls for excellent customer service skill, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge of Linux and related services


·         Dealing with incoming faults in a professional, courteous manner over the phone and Service now Tickets

·         Taking ownership of faults and managing them in a logical and methodical manner

·         Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

·         Conducting full and through diagnostics with end users to enable first point of contact fault resolution

·         Ensuring all faults are progressed & cleared within SLA – escalating to other internal teams as appropriate

·         Proactively keeping the customer informed of progress

·         Diagnosing and resolving problems to the customers satisfaction

·         Maintain and develop own knowledge and skills to assist with first time fault resolution

·         Identify and escalate repeat issues or service risks into service management teams

·         Sharing knowledge with team colleagues

·         Manage a number of scheduled tasks for customers, designed to ensure that the customers

Skills and Experience

·         Proficient to support issues related Linux physical or virtual servers using Red Hat Enterprise Linux(RHEL)

·         Production support for all reported server issues or change requests

·         Support DBA's and Application/Functional Team for any Infrastructure related issues or requests.

·         User management access, application support, disk space management with LVM/SAN and responding to alerts.

·         Understanding of configuration management tools or custom scripts.

·         Demonstrate high level knowledge of the Linux OS internals.

·         Demonstrate advanced proficiency at the Linux / UNIX command line involving a variety of utilities

·         Understanding of Shell Programmer skills.

·         Demonstrate proficiency in Linux security and LVM.

·         Demonstrate advanced proficiency in RHEL Linux. Knowledge of Windows server is an advantage.

·         Ability to work with product vendors' support team for product related issues

Experience 3-6 years

Qualification: B.E./MCA/BCA/BSc/Diploma comp
B.E./MCA/BCA/BSc/Diploma comp.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

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