Junior IT Network Operation Centre Agent (NOCA) - N.

About Proximus NXT

Proximus NXT Luxembourg supports all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored managed services. With our partners and customers, we co-create opportunities and enable growth in a secure and sustainable manner. As a result of our unique expertise in next-gen IT services, mobile and advanced connectivity, we help our customers achieve their ambitions and realize their vision.

Together with them and our partners we implement sovereign and trusted solutions that make people work smarter.– www.proximusnxt.lu

Your mission :

You will be part of the NTX Consortium Team in charge of operating the European Commission’s Network Managed Services under the NMSIII framework contract.

The NMS III Infrastructure consists of:

Network Infrastructure

• • The LAN in the Commission’s buildings (approximately 80 buildings spread over Brussels, Luxembourg)
  • The connections between these buildings as WAN (MPLS technology)
  • Wifi Hotspots spread over the Commission's buildings
  • Data Centre network services

Network Security and Network Application Infrastructure

• • The security perimeter consists in a multi-layer infrastructure of firewalls of different vendors.
  • The incoming and outgoing accesses with the external world pass through dedicated appliances working as proxies and reverse proxies.
  • DNS infrastructure and authentication servers are part of our domain of competences.

Telephony and Videoconferencing Infrastructure

• • Only Non-end-user devices and specific end-user devices and interact to the classic telephony service
  • Large video studio, video conferencing room and personal video systems

Network Intervention Services:

• On-site intervention services including the technical room management
• Storehouse and spare services

Compliancy Infrastructure:

• Definition and maintenance of processes including the associated tooling, metrics and KPIs
• Reporting of metrics and KPIs

Supporting Infrastructure:

• Definition and maintenance of underlying infrastructures including the filesystems and the central computer platforms
• Maintaining and develop automation tooling to ease use and increase reliability of the service

Test and lab Infrastructure:

• Assist in defining test programs for design projects
• Assist in automating test programs as regression testing and fault testing and allow for faster validation of design changes

A team of 60 people is working permanently on-site (Luxembourg and Brussel).

1. Activities:

• Responding to queries via the service ticketing system and provide information
• Following up with customers to ensure full resolution of issues if the problem is linked to a service under the responsibility of the NMS III contractor
• Providing technical assistance for questions and problems
• Diagnose, troubleshoot and fix issues
• Analyse and act on events detected by the monitoring tools (Event tool, performance, capacity, security tools)
• Communicate about events and incidents occurring on a service in scope of the NMS III FWC
• Communicate about changes
• Liaise with 2nd and 3rd level of support for the resolution of incidents
• Request fulfilment for the requests that are not automated yet
• Escalate to the operations and quality manager

Your profile :

2. Requirements:

• Education : BAC with good knowledge in computer sciences
• Internet technologies : DNS, HTTP, SSL, IPSEC, TCP, UDP, IP.
• Security Technologies :
  • Firewalls: Checkpoint, Fortinet and Juniper firewalls
  • Proxy/ reverse proxy: Bluecoat
  • DNS: Bind
  • Remote Access : Pulsecure
  • Load-Balacing : F5
• Network principle (switching/routing)
• Bash/Perl Scripting
• Juniper SD WAN

3. Skills required:

• Customer and Quality focus
• Sense for pro-activity
• Team-spirit
• Experience in delivering in a production environment is considered as an advantage
• Ability to troubleshoot and diagnose problems
• Ability to communicate effectively to help users fix their issues and feel satisfied with the helpdesk experience
• Preferably : knowledge of technologies used in the present call for tender
• Writing skills in English for the update of operational manuals (SOP)

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.