The primary objective of this role is to ensure the seamless operation and support of the COPS Agent Desktop application within the production environment. This includes providing direct end-user support, managing application-related incidents, and maintaining system stability to ensure optimal performance and user experience.
Employer Profile
telecommunications
Responsibilities
Basic System & Application Monitoring – Assist in monitoring the COPS Agent Desktop application, reporting anomalies and system performance issues.
Initial Troubleshooting & Issue Reporting – Identify basic technical issues and escalate incidents to the appropriate support teams.
Incident Logging & Documentation – Record and track incidents, ensuring accurate documentation of issues and resolutions.
Support Automated Job Execution – Monitor scheduled jobs and report any failures or delays for further investigation.
User Support & Service Requests – Handle basic service requests, providing first-level assistance to end users and escalating complex issues.
Data & System Interface Checks – Perform routine checks on system interfaces, reporting inconsistencies or errors to senior team members.
Assist in Workflow & Process Reviews – Support senior team members in reviewing operational workflows and identifying potential improvements.
Software Release Assistance – Participate in deployment activities by assisting with testing and documenting any issues encountered.
Requirements
Basic skills, knowledge and experience:
Basic Understanding of Containerization & Orchestration – Familiarity with Kubernetes and Docker, with willingness to learn more.
Entry-Level Troubleshooting – Ability to recognize and report system issues, escalating as needed.
Foundational Knowledge of Linux & Databases – Basic understanding of Linux and Oracle Database for simple tasks and queries.
Effective Communication & Documentation – Ability to communicate issues clearly and maintain proper documentation.
Language Requirements:
English – Basic proficiency in both written and verbal communication.
Mandatory technical/professional qualifications:
Operating Systems Basics – Exposure to Linux, Unix, and Windows environments, with the ability to perform basic operations.
Application Awareness – Familiarity with Kubernetes, Docker, and Kibana, with a focus on monitoring and reporting.
Basic SQL Knowledge – Ability to execute predefined SQL queries in Oracle Database for troubleshooting.
IT Service Management Tools – Experience or training in using oneITSM (Global Remedy) or TTWOS for ticket handling.
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