Job Description

Your IT Future, Delivered.
System Support Specialist (Digital Workspace Services)With a global team of 6000+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.Digitalization. Simply delivered.At IT Services, we are passionate about technology. Our Digital enablement team is continuously expanding. No matter your level of developer proficiency, you can always grow within our diverse environment.#DHL #DHLITServices #GreatPlace #SystemsupportBegin your career with DHL IT Services!SUMMARY:Digital Workspace service is looking for a new team member!

• Digital Workspace service runs and maintains the global hosting infrastructure and its components within the ITS data centers as well as providing countries with remote infrastructure management and support.
• Our goal is to ensure that the organization has the right knowledge and capabilities to deliver 1st and 2nd level support for infrastructure, keeping the infrastructure up and running 24x7x365.
• The role of System Support Specialist is to provide proactive and reactive support for Production services, supporting production and non-production systems running in ITS within the specified area of responsibility.
• As a System Support person in Digital Workspace service; we support, maintain and monitor the datacenter infrastructure (Prague and Kuala Lumpur) 24 x 7 and ensure that underlying infrastructure (hardware, operating systems, databases, and middleware) availability meets the agreed Service Level targets.

WHAT YOU WILL DO:

• To undertake proactive maintenance and administration of computer hardware, software and operations tools in support of the delivery of the IT service. To improve system availability with proactive work to avoid outages and performance issues, with particular focus on maintenance services for all infrastructure used by the Operations Centre. This includes O/S (Unix, Windows, Linux) databases (Oracle, Informix, MySQL, Sybase, MSSQL, Teradata), Unibol, Storage Area Network, Spoolers etc. The operations tools include HP Open View Operations, Mercury TOPAZ, and Tivoli Maestro). Engages with project management to confirm that infrastructure components meet the acceptance criteria and are to the required standard.
• Supporting business critical applications running within the area of responsibility the team in ITS globally.
• Documenting best practices and adhering to formal standards and processes as currently laid down.
• Assessing, developing, and implementing the infrastructure and server builds.
• Gathering, assessing, and communicating critical information on a timely basis, by interacting with a broad set of teams.
• Obtaining timely information from a variety of stakeholders.
• Maintaining and helping further development of appropriate cost models to reflect changes in technology and provide key input to the overall Charging Model.
• Learning continuously; keeping up with all the quickly changing technologies and/or customer or ITS needs.
• Assist with execution of Release to Production activities, acting as Internal Quality Gate.
• Manages internal projects focused on hardware infrastructure improvement with related activities such as project planning, resource planning and reporting.
• Ensure implementation of new services and changes to existing services in the Production/Development environments are in line with customer project plans and requests.
• Delivery of pre-sales advice and consultation on technical architecture and production standards.
• Ensure that the applications and their support is undertaken based on the IT Operational standards, executed in line with the ITS Process and delivered within the requested timescales.

APPLICATIONS YOU WILL USE:

• Enterprise level MeM\\Intune\\Adaptiva
• MS SQL Query
• Windows 10 desktop
• Global Service Now
• Microsoft Office (M365)

WHAT YOU SHOULD HAVE:

• Degree in Computer Science, Information Systems or equivalent experience
• Minimum 5 - 7 years of Desktop Support experience in a Windows-based environment.
• Excellent knowledge with MeM (SCCM) Infrastructure, Intune.
• Excellent knowledge in Patch Management and application deployment.
• Excellent written and interpersonal communication skills
• Excellent knowledge of English language (both spoken and written).
• Confidence in trouble shooting and problem solving
• Manage coordination with Local IT to improve Compliancy.
• Knowledge Management
• Incident and Problem ticket analysis and trend analysis
• Document technical processes and procedures in a clear and understandable fashion
• Liaison/Knowledge transfer between NGWS Services and Service Desk/Country IT.
• Manage Requests for Change.

WHAT IS THE PLUS POINT(S):

• ITIL Foundation/ Certification knowledge a plus.

AN ARRAY OF BENEFITS FOR YOU:

• Flexible Work Guidelines.
• Flexible Compensation Structure.
• Global Work cultural & opportunities across geographies.
• Insurance Benefit - Health Insurance for family, parents & in-laws, Term Insurance (Life Cover), Accidental Insurance.

DHL