IT helpdesk specialist

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Employer: Signal Iduna
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 14.11.2016
    Remote work: On-site
    Short company description

    SIGNAL IDUNA Group is one of the largest financial groups in Germany. Founded over 110 years ago, SIGNAL IDUNA Group has earned an excellent reputation as a strong and reliable provider of insurance and financial services, offering a wide range of solutions (insurance, banking and investment) to individual and corporate clients.

    SIGNAL IDUNA is currently present in the insurance markets of Germany, Poland, Hungary and Romania.
    SIGNAL IDUNA Romania started its operations in 2008. The company's portfolio includes private health insurance for individuals and companies, life insurance, accident insurance. Starting 2022, the company is offering a full range of general insurances for both individuals and companies through its subsidiary, SIGNAL IDUNA ASIGURARI.

    In the SIGNAL IDUNA team, we associate ourselves with innovation. Trust is the value without which we couldn't achieve our goals. Commitment is what determines us to take responsibility for our decisions and work. Through
    the openness we show, we always ask for and offer feedback, seeking to constructively address the diversity of opinions. In addition to all the above, you must know that our humor is contagious. We encourage diversity and
    out-of-the-box thinking! Join us now to learn and grow!

    Requirements

    Required:
    University degree; Computer science or Electronics and telecommunications would be a plus;
    Good communication skills in English, both verbal and written;
    Demonstrated ability to learn customer support processes and techniques;
    Strong analytical skills;
    Ability to solve problems;
    Basic Knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 & 10 and Office Suite;
    Basic Linux platform expertise;
    Experience with creating user accounts, reset passwords, create groups;
    Ability and desire to learn business specific applications, technology, and terminology;
    Customer service orientation.

    Nice to have:
    Experience with Active Directory;
    Prior experience of offering support to customers in use of application software and hardware problems;
    1-2 years experience in incident management.

    Responsibilities

    Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude;
    Provide 1st and 2nd level support - troubleshooting of software and hardware issues (Phones, Mobile Phones, Laptops, PCs and Printers);
    Log and track support calls in the designated company system(s), prioritize and escalate jobs as required to ensure customer satisfaction;
    Identify trends in the support calls and develop documentation to address the most often reported problems and issues; notify management of increasing trends, unusual activity or repetitions;
    Provide first level support for Cisco networking infrastructure in case it affects the company operation or customer operations;
    Recommends means for product or system improvements including procedural steps, training, and updated documentation;
    Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues;
    Install, configure and maintain new hardware and software platform for internal customers;
    Provide support in regards with Backups and restorations of company sensitive data;
    Provides support for internal customer security platforms – antivirus, anti-SPAM server, firewall;
    Address and resolve basic technical incidents and requests;
    Assist with the development and testing of newly designed products for operational integrity and function.

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