**Company Description** Inetum is a European leader in digital services. The Inetum team, comprising 28,000 consultants and specialists, strives daily to deliver digital impact for businesses, public-sector entities, and society at large. Inetum’s solutions aim to enhance customer performance and innovation, as well as contribute to the common good. Present in 19 countries with an extensive network of locations, Inetum partners with leading software vendors to tackle the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated €2.5 billion in revenue in 2023. **Job Description** User support, registration, lifecycle tracking, and management of incidents and service requests, following predefined operational procedures and within the company’s established standards of style and quality. Monitoring system availability and identifying and resolving incidents at first instance. Key Responsibilities: * 24x7 system operations; 8-hour shifts covering morning, afternoon, and night, with response times measured in minutes. Morning shifts may be performed onsite to enable face-to-face interaction with the team. * System and network monitoring * Backup and batch production monitoring * Technical telephone support to users * Review and tracking of incidents * Immediate resolution or escalation of Level 1 technical issues **Requirements** ***Technical Skills*** Basic operating system administration (Windows, Linux). Basic local area network (LAN) and wide area network (WAN) management. Fundamental cybersecurity knowledge. System monitoring and incident resolution. Basic database and network service knowledge (DNS, DHCP, etc.). A technical knowledge assessment will be conducted. ***Personal Competencies*** Mandatory: Teamwork, decision-making, and effective communication. Proactivity and willingness to acquire new knowledge. Problem-solving ability. Attention to detail and accountability. Availability to work rotating shifts, including nights and weekends. ***Desirable Knowledge*** Advanced English proficiency. Experience with ticketing tools (Helix, ServiceNow, Jira) **Additional Information** Key Duties: * Address user needs in accordance with service-level commitments. * Execute operational tasks as directed by the Team Lead. * Accurately and effectively document all work performed. * Maintain a courteous and empathetic attitude toward users. * Uphold and actively implement the company’s commitment to service quality for its customers. * Perform support tasks, Level 1 diagnostics, and execute implementation or change-related actions. * Possess practical, hands-on familiarity with the work environment (data centers, management tools, alert systems, etc.). * Ensure reliable operation of all components comprising the information systems infrastructure. * Monitor and supervise execution of automated and scheduled production processes (Batch Processes). * Identify logical or physical incidents that may occur during process execution. * Execute necessary preventive and/or corrective actions to guarantee required service levels. * Escalate incidents appropriately. * Notify the Service Manager immediately in case of critical or abnormal situations.