Software Support Consultant

EPIC Business Human Strategy is a company acting in the human resources consultancy field, offering services both in talent acquisition and human capital development.

At EPIC we mix creativity, simplicity, passion, commitment and processes to build synergies between client’s business vision and people potential. We bring our experience and expertise from a diverse range of industries, cultures and businesses, from start up to mature entrepreneurship and multinationals. We aim to build strategies that last and people tell great stories about.

• IT passionate
• Knowledge of Windows Server, Networks, ADS, Domains, MSSQL, XML, Terminal Server, VMs is a plus
• Fluent in English
• Analytical skills
• Technical university education (Informatics, Engineering, Cybernetics or similar studies)
• Excellent communication skills (written and verbal)
• Reliable and loyal
• Good humored and motivated
• Flexible, hands-on
• Result and customer oriented
• Able to build lasting customer relationship
• Independent

Respond to external customer inquiries and requests that come into the Service Desk via email, phone, or the web in a timely and courteous manner
• Provides support to customers and field personnel as the primary contact for troubleshooting and resolving product problems
• Provides critical account support where required; handles high volume of critical, high-risk ac-counts in addition to other routine requests
• Handles customer phone calls related to products; analyzes problems; directs customers in troubleshooting activities; tests success of troubleshooting; diagnoses probable cause; systemati-cally eliminates alternatives; provides troubleshooting solutions and training as appropriate
• Support customer needs including, but not necessarily limited to, system selection and installa-tion, documenting policies and procedures, testing and troubleshooting applications, break/fix and root cause analysis, identifying and implementing solutions to system incidents, providing training support, implementing and testing system upgrades and maintenance, updating parameters, and identifying and implementing enhancements