Technology Center Operations Analyst

RecoTek is Reconomy’s new centralized technology hub located in Bucharest, Romania, officially launched in February 2024. Serving as the backbone of Reconomy’s tech operations, it consolidates inhouse expertise across all Reconomy brands to accelerate platform development and enhance service delivery. Reconomy is an international circular economy specialist that combines technology, skills and incredible people to enable businesses to better manage their resources, helping reduce waste, optimise their supply chains, and contribute in a meaningful way toward the circular economy Reconomy is bending the edges of linear business models across the world, integrating circular economy strategies and processes into everyday operations. We have the tools, talent and technology that enable customers to harness the full and inherent value of their resources, with integrated global operations in over 80 countries across the world. Reconomy’s full range of capabilities are organized into 3 ‘loops’: Recycle, Comply and Re-use, each providing opportunities for circularity within the wider resource cycle. Recycle loop is utilising the latest technology and data to enable customers to make the best possible use of their materials. Comply loop is enabling customers to solve increasingly complex environmental regulatory challenges using data, expert knowledge and thought leadership to drive business accountability across the globe. Re-use loop is providing intelligent technology platforms and agile delivery models for pre-retail logistics and product returns, fulfilment and processing, on behalf of many of Europe’s largest retailers. About the role Key Responsibilities 1. Incident Triage & First-Line Support 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. 2. Hardware Troubleshooting 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. 3. Software Support 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. 4. Network Fundamentals 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. 5. System Administration 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. 6. ITSM & Tools Utilization 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). 7. Security & Compliance 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. 8. Monitoring & Playbook Execution Continuously monitor systems and alerts to prevent incident escalation. Execute predefined response playbooks accurately and document all actions taken. 9. Innovation & Continuous Improvement 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. 10. Documentation & Additional Responsibilities 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. What we need from you Skills, Knowledge & Expertise Expected Behaviours Authenticity – We are rational, reasonable, and direct in our approach. We believe that what you see is what you get. Inclusion – We are a welcoming, friendly, and positive team that respects individuality and diverse opinions through cooperation. Collaboration – Through our actions and interactions, we treat each other equally, with respect, and as we would like to be treated. Inventiveness – We continuously explore new ways of working. Everyone contributes as we strive to improve processes, find more efficient solutions, and build a more sustainable future. Knowledge & Experience Essential 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. Desirable 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. IT Competencies & Technical Skills Essential 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. Desirable 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. Education & Certifications Higher education or secondary education qualification. ITIL Foundation certification (preferred). What we offer 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.