Tunisie Travail

Advensia Gmbh is looking for

Support Analyst Iot

Key Responsibilities
1. Incident Management
• Act as the primary responder for incidents raised by customer authorised personnel.
• Classify and validate incident priority levels (P1–P3) based on operational impact.
• Provide remote diagnostic support to restore production processes as quickly as possible.
• Develop and implement temporary workarounds when immediate resolution is not possible.
• Ensure all incidents are logged with complete detail in customer ticketing systems.
• Adhere to contracted response and resolution times, pausing/resuming work based on coverage windows.
• Maintain accurate incident histories, updates, and communication with customers and internal stakeholders.
2. Software Maintenance Coordination
• Receive, validate, and submit reproducible issue reports to 3rd Level support
• Collect required logs, dataset backups, environment details, and diagnostic outputs for triage.
• Track updates, patches, and new software versions from product/engineering teams.
• Support installation checks and verification after updates or upgrades.
• Maintain awareness of the support lifecycle for software versions (current › 2 previous)
3. Extended Support Services
• Depending on customer installation, may include:
– Log file analysis for early detection of issues (weekly or monthly).
– Supporting operational restarts after production breaks or update deployments.
– On-Site or remote participation in scheduled maintenance windows.
– Updating configurations based on monitored performance or customer change requests.
– Maintaining operational documentation and inspection records.
– Participating in emergency recovery simulations (where required).
4. Customer Interaction and Support Governance
• Act as the technical interface with customers.
• Work closely with customer IT/OT staff for first-level support coordination.
• Ensure customers understand incident reporting procedures and required documentation.
• Maintain the authorised contact lists for each installation.
• Provide clear, concise, and timely communication throughout the incident lifecycle.
5. System and Environment Knowledge
Actively develop deep expertise in:
• IoT hardware (sensors, tags, firmware behaviour).
• Software modules
• Customisation integrations
• Customer specific architectural nuances (customer environments vary).
• Remote access tools, VPNs, GoldenPC jump hosts, and customer specific access processes.
• Logging systems (continuous logging, logging tools, tracing utilities).
6. Operational Process and Compliance
• Follow defined support workflows
• Maintain strict confidentiality.
• Ensure adherence to customer security and site policies.
• Support root-cause analysis based on both system and configuration-related findings.
• Participate in ongoing training to remain aligned with product changes and customer environments.

Skills and Experience Required
1. Technical Skills
• Strong background in IT support, enterprise systems, or industrial automation.
• Familiarity with Windows/Linux server environments, network components, and remote access tools.
• Good understanding of the network layer (unicast, multicast, braodcast)
• Experience analysing logs, system traces, and structured datasets.
• Knowledge of SQL or comparable data inspection tools (desirable).
• Competence in using diagnostic utilities and command-line tools.
• Understanding of distributed systems, middleware, or sensor-based technologies (advantageous).
2. Soft Skills
• Excellent communication skills with the ability to simplify complex issues.
• Fluent English written and spoken
• Strong analytical and problem-solving skills.
• Ability to work under pressure and within defined SLA windows.
• High attention to detail, especially in documentation and logging.
• Comfortable interacting with customers at all levels, especially operational teams.
3. Background
• Experience supporting production-critical systems (automotive manufacturing experience is a plus).
• Previous roles in support, NOC, field service, IT operations, or application support.
• Exposure to change management, incident management, or ITIL practices.
Working Conditions
• Office based providing remote support during operational hours and service windows (coverage varies by customer contract).
• Occasional on-site visits depending on customer requirements.
• Participation in scheduled maintenance windows (some weekends or nights depending on contract).
• Part of an on-call rota for Priority 1 and 2 incidents.

Start Date: 01.06.2026, full time
Location: Tunis

Comment postuler :
Cette opportunité vous intéresse et votre profil correspond ? Envoyez-nous votre CV via le formulaire ›

Pays / Ville › Tunisie, Ariana
Téléphone › 97421927