Mid-Senior Helpdesk Support
Posted Updated 7
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Summary
On-site IT Operations/Helpdesk role in Bucharest providing 24/7 shift-based support: monitoring global applications and content feeds, resolving L2 tickets within SLAs, responding to major incidents, and managing identity and access in Active Directory, Entra ID (Azure AD), and Microsoft 365.
We are looking for an IT Operations professional to support the monitoring, maintenance, and smooth operation of IT systems and services in a 24/7 environment.
Responsibilites:
24/7 Surveillance & System Health:
- Monitor global applications, cloud services, and data/content feeds using central monitoring consoles.
- Identify performance issues or outages in real time and route network/hardware alerts to NOC or specialized teams.
Content & Application Pipeline Validation:
- Verify real-time delivery of media, data feeds, and web portal services.
- Troubleshoot ingestion delays, API/feed bottlenecks, and content availability issues.
L2 Incident Support & Major Incident Response:
- Triage, investigate, and resolve L2 technical tickets in the ITSM tool within agreed SLA targets (MTTA / MTTR).
- Act as the first responder for Major Incidents (SEV-1 / SEV-2); launch incident bridges, notify stakeholders, and coordinate with engineering teams and vendors.
Identity & Access Management:
- Manage account provisioning, permissions, and security groups in Active Directory, Entra ID (Azure AD), and Microsoft 365.
- Assist users with remote access (VPN), MFA configurations, and application access.
Operations Governance & Shift Continuity:
- Coordinate release and maintenance windows with business teams to avoid critical operational impact.
- Conduct structured shift handovers to ensure zero-loss continuity for open incidents and maintenance tasks.
- Maintain and update OCC runbooks and Standard Operating Procedures (SOPs).
Qualifications:
- 3+ years in IT support or help desk
- Knowledge of AD, Azure, O365
- Experience with remote access tools
- Familiarity with ticketing systems (e.g., EasyVista)
- Good communication and troubleshooting skills
- Availability to work in shifts
Benefits:
- Private health subscription + hospitalization package
- Private dental subscription
- Gym subscription
- Bookster
- Vouchers/bonuses for special events (birthday, Christmas, Easter, etc)
- Meal vouchers of 35 RON/working day
- Ability to work with a global company and immerse in a variety of international projects with different cultures within the IT industry
- Access to cutting-edge and state-of-the-art technologies current with the everyday evolvement of technologies
- Development opportunities with free access to over 3000+ training courses and peer-to-peer mentoring support