Back Office Engineer Timisoara

Angajator: Huawei GOC
Domeniu:
  • Internet - eCommerce
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Timisoara
  • Actualizat la: 10.08.2018
    Scurta descriere a companiei

    Huawei is a global leader of ICT solutions, whose vision is to enrich life through communication.
    Continuously innovating based on customer needs, we are committed to enhancing customer experiences and creating maximum value for telecom carriers, enterprises, and consumers.
    Among our customers are 45 of the world's top 50 telecom operators and one third of the world’s population uses Huawei technologies. Huawei is active in more than 170 countries and has over 150,000 employees of which more than 70,000 are engaged in research and development (R&D).

    We are diverse, and we embrace it. With us you have the opportunity to work in a dynamic, multinational environment with more than 150 nationalities worldwide. We seek and reward talent.

    Join us for Building a Better Connected World!

    Cerinte

    • Task execution based on preexisting instructions, scripts, commands, etc.;
    • Record tickets and solve standard problems;
    • Interact with other technicians, customer technical staff and other groups within Service Delivery organization
    • Responsible for analyzing and resolve Trouble Tickets (TT) and work orders (WO) for and to escalate within the department / group as well as to the L2 units / 3rdParty / supplier partner functions so that service layer may be maintained at specified level
    • Resolve incidents based on 2nd/3rd line of support (including vendors) coordination.
    • Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
    • Supports the Configuration Management process by updating CMDB based on incidents.
    • Report on relevant KPI’s in relationship to the agreed levels.
    • Available for working in 24x7 rotation (09:00-17:30 for reporting and quality related positions)

    KNOWLEDGE, EXPERIENCE AND TECHNICAL SKILLS
    • Bachelor degree or equivalent level gained by experience, in Information Technology / Electronics / Telecommunications / Data communications Engineering
    • Fluent in German (B2) & English (B1)
    • Available to work in shifts
    • Pleasant attitude, customer oriented.
    • Experience with IT/CT/ICT operations and maintenance support is a plus
    • Experience with ITIL service management or other standard IT practices are considered a plus
    • Analytical thinking and task performing.
    • Computer knowledge: Very good knowledge of Windows operating systems & Microsoft Office suites.

    Responsabilitati

    JD – Back Office Service Desk Engineer
    GENERAL INFORMATION

    • 24/7 Supervision of complete IT network and all related services and applications in accordance with the agreed service levels.
    • Takes the first corrective actions to isolate and resolve the incidents and if necessary escalate to next technical level support.
    • Incident and change management during the trouble ticket life-cycle & trouble ticket handling End to End including follow up till resolution
    • Collect, review and log data into database for reporting and ensure accuracy and report deliverables’ timelines.
    • Support quality management systems operation within organization.
    • Provide support for design, execution and maintenance of quality system processes at respective departments

    MAIN TASKS

    •1st Level restoration;
    • Task execution based on preexisting instructions, scripts, commands, etc.;
    • Record tickets and solve standard problems;
    • Interact with other technicians, customer technical staff and other groups within Service Delivery organization
    • Responsible for analyzing and resolve Trouble Tickets (TT) and work orders (WO) for and to escalate within the department / group as well as to the L2 units / 3rdParty / supplier partner functions so that service layer may be maintained at specified level
    • Resolve incidents based on 2nd/3rd line of support (including vendors) coordination.
    • Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
    • Supports the Configuration Management process by updating CMDB based on incidents.
    • Report on relevant KPI’s in relationship to the agreed levels.
    • Available for working in 24x7 rotation (09:00-17:30 for reporting and quality related positions)