Reconomy

Technology Center Operations Analyst

Reconomy

full-time

Posted on:

Location Type: Hybrid

Location: Bucharest • Romania

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Tech Stack

Cyber SecurityDNSITSMServiceNowSplunkVoIP

About the role

  • Act as the first line of defense and support for business technology incidents.
  • Perform initial incident triage, accurately documenting issues, behaviors, and error messages.
  • Execute predefined response playbooks for common scenarios.
  • Escalate incidents appropriately based on severity and business impact.
  • Accurately identify hardware faults and performance issues.
  • Use appropriate tools and diagnostic methods to troubleshoot problems.
  • Deliver timely and effective resolutions.
  • Implement sustainable solutions rather than temporary workarounds.
  • Correctly classify incidents and fulfillment requests (e.g., license or permission assignments).
  • Collaborate with relevant teams to drive resolution in line with policies and regulations.
  • Ensure procurement processes are followed and costs are properly approved and allocated.
  • Maintain a general understanding of the company’s network architecture to support troubleshooting.
  • Identify and troubleshoot L1–L2 network issues using appropriate tools (e.g., traceroute, PowerShell TCN).
  • Document incidents clearly to enable efficient handover and resolution.
  • Provision and manage user accounts in Active Directory and Microsoft Entra ID (Joiner, Mover, Leaver processes).
  • Manage group memberships in line with the principle of least privilege, including licenses, roles, and permissions.
  • Create, modify, delegate, and remove distribution groups, shared mailboxes, Microsoft Teams, and SharePoint sites.
  • Ensure all requests are properly authorized and documented in the service desk before actioning.
  • Follow ITIL best practices using ITSM platforms (e.g., ServiceNow).
  • Provide timely and relevant ticket updates, ensuring all required fields are completed (e.g., Service Offering, Configuration Item).
  • Understand CMDB principles and their role in incident, change, and problem management.
  • Demonstrate knowledge of Active Directory structures (OU, ACL, DACL, extended attributes).
  • Apply RBAC (Role-Based Access Control) principles.
  • Understand integrations with Active Directory (e.g., Exchange on-premises, CIPHR).
  • Adhere strictly to password reset procedures and resist social engineering attempts.
  • Report suspicious or malicious activities in accordance with security policies.
  • Avoid installing or running unauthorized software or services.
  • Ensure devices and systems remain compliant with corporate security standards.
  • Proactively monitor systems and security events to detect anomalies, potential threats, and performance issues.
  • Continuously monitor systems and alerts to prevent incident escalation.
  • Execute predefined response playbooks accurately and document all actions taken.
  • Identify and propose process improvement initiatives.
  • Contribute to positive change within the team and organization.
  • Participate in process reviews and suggest enhancements to monitoring, response, and documentation practices.
  • Maintain accurate and detailed documentation in ITSM tools to support seamless handovers and global trend analysis.
  • Perform additional duties as required to meet business needs, aligned with the scope and objectives of the role.

Requirements

  • Initial triage, alert validation, and accurate execution of predefined response playbooks.
  • Hands-on experience with IT Service Management platforms (e.g., ServiceNow, ManageEngine).
  • Excellent interpersonal skills with the ability to communicate clearly and build positive relationships with colleagues and end users.
  • Ability to work independently, prioritize tasks effectively, and recognize when to seek support to maintain high-quality outcomes.
  • Proactive team player, willing to support colleagues and contribute to shared objectives.
  • Two years of experience professionally resolving end-user technical issues.
  • Experience collaborating with multiple technical teams to resolve incidents and ensure smooth handovers.
  • Exposure to trend identification and contribution to operational improvements.
  • Familiarity with SIEM platforms (e.g., Splunk, Microsoft Sentinel), log analysis, and event correlation.
  • Knowledge of common cyber threats, indicators of compromise (IOCs), and security best practices.
  • Experience with Microsoft 365 administration centres (e.g., Exchange Online, SharePoint, Teams) and associated tools.
  • Familiarity with Microsoft Windows operating systems (e.g., Windows 11), including configuration, troubleshooting, and performance optimization.
  • Ability to systematically diagnose and resolve technical faults using structured problem-solving techniques to identify root causes and implement effective solutions.
  • Basic understanding of cybersecurity principles, common threats, and secure operational best practices.
  • Knowledge of VoIP telephony systems.
  • Proficiency in remote access tools (e.g., RDP, TeamViewer) for effective remote troubleshooting.
  • Familiarity with MDM platforms such as Intune or ManageEngine for device configuration and policy enforcement.
  • Understanding of printers, print servers, and print management software to resolve print-related incidents.
  • Knowledge of LAN, WAN, Wi-Fi, DNS, DHCP, and VPN technologies.
  • Higher education or secondary education qualification.
  • ITIL Foundation certification (preferred).
Benefits
  • This role offers you the chance to work in a friendly, diverse and international environment, along with colleagues who will share your passion for innovation, agile-working and growth. You will also be able to develop your skills within the exciting and challenging market of Reverse Logistics!
  • Hybrid working environment
  • Training and development to keep you in touch with the latest technologies and the opportunities to apply your learning.
  • We offer a competitive salary alongside other benefits*
  • Our office is easily accessible located near the city center of Bucharest, and designed to make you feel at home
  • 21 working days of annual leave, plus 2 additional days allowed for participation in volunteering programs, and 1 extra day off for your birthday
  • Meal vouchers: 40 RON per working day (taxed according to current legislation)
  • Private medical subscription at Regina Maria.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident triagetroubleshootingActive DirectoryMicrosoft Entra IDIT Service ManagementSIEM platformsMicrosoft 365 administrationremote access toolsnetwork troubleshootingcybersecurity principles
Soft Skills
interpersonal skillscommunicationindependent worktask prioritizationteam playercollaborationproblem-solvingprocess improvementattention to detailadaptability
Certifications
ITIL Foundation