L2 Application Operation with German

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Angajator: VON Consulting SRL
Domeniu:
  • Customer support - Client service
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 20.11.2019
    Remote work: On-site
    Scurta descriere a companiei

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Cerinte

    Core competencies, knowledge and experience:

    Ability to diagnose and resolve difficult technical issues;
    Customer-Oriented;
    Excellent communication skills;
    Can-do attitude;
    Operational understanding;
    Team working skills;
    Flexibility;
    Risk management
    Language requirements:

    German (C1 or above)
    English (B2 or above)
    Must have technical professional qualifications:

    Has at least 2 years of hands-on experience in an IT Helpdesk team.
    Has resolved incidents while supporting an enterprise environment that included:

    Advanced operating systems knowledge;
    Advanced Microsoft Office Suite knowledge (O365);
    Advanced networking skills (LAN, WAN, TCPIP etc);
    Advanced Active Directory knowledge;
    Advanced CRM knowledge
    Advanced Billing System konwledge
    Has used an IT Service Management tool (BMC Remedy or similar)
    Familiar with ITIL best practices and processes.

    Responsabilitati

    Serve as 2nd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at first contact;
    Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership);
    Perform remote troubleshooting through thorough analysis and relevant questions;
    Record actions taken and resolution provided in the relevant ticketing system;
    Perform ticket follow-up according to the internal procedure;
    Identify and suggest possible improvements on procedures;
    Provide technical guidance to L1 agents;
    Ensure fulfilment of the agreed Service Level AgreementsKey Performance Indicators;
    Provide telephony, chat and ticketing support based on business requirements workload (peaks).
    Contribute to knowledge management process by documenting newly elaborated solutions in order to make applicable the knowledge for the first level support;
    Other activities assigned
    Typical outputs:

    Resolved complex technical incidents, service requests and queries
    Documentation of workflow
    Interaction with involved parties like application support or business departments or external parties and with the IT teams and other stakeholders for incident closure request fulfillment
    Define priority of incidents and follow up
    Issue escalations proactively to management or IT support whenever necessary
    Co-ordinate and track resolution activities

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