Level 2 support engineer

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Angajator: Stefanini Romania
Domeniu:
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 06.02.2020
    Scurta descriere a companiei

    Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

    Cerinte

    About your activity and responsibility:

    • Work according to the client ITIL process for Incidents;
    • Resolve incidents within SLA;
    • Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
    • Prioritize incidents according to ITIL model;
    • Escalate incidents to Incident Analyst when necessary;
    • Give feedback to customers on incidents;
    • Categorize and connect incidents to existing problems as a part of the continuous improvement of the product;
    • Retrieve all necessary information for further investigations;
    • Shall be able to resolve all standard types of incidents;
    • Always be able to start an investigation of a previously unknown before escalating incident further;
    • Update knowledge base with relevant information;
    • Assign incidents correctly to 3rd party organizations where that is included in customers service agreement;
    • Actively participate in internal educations;
    • Participate in CSI work for improving the service delivery;
    • Report discovered deviations in process execution to management;
    • Notify the superiors when further instructions or educations are needed.

    Technical skills & nice to have:

    • Database knowledge, primarily MySQL and MSSQL with focus on data manipulation;
    • Broad knowledge about computer hardware and peripheral units;
    • Computer network knowledge;
    • Operating systems (Windows, Linux);
    • Understand programming (Java preferred);
    • ITIL;
    • Necessary retail skills;
    • University education in Information Technology, Computer Science or equivalent;
    • Fluent in English, both written and spoken;
    • Swedish language – nice to have.

    Responsabilitati

    • Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
    • Give feedback to customers on incidents;
    • Retrieve all necessary information for further investigations;
    • Shall be able to resolve all standard types of incidents;
    • Always be able to start an investigation of a previously unknown before escalating incident further;
    • Update knowledge base with relevant information;
    • Actively participate in internal educations;
    • Report discovered deviations in process execution to management.