Agent L2 Service Desk with German

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Angajator: Vodafone Intelligent Solutions (_VOIS)
Domeniu:
  • Telecomunicatii
    • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
    • Actualizat la: 08.06.2020
    Remote work: On-site

    Your day to day: Provide IT services in the area of Help Desk for Business Systems/Applications. With these activities you will have a great impact on our business:

    • 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 Agreements/Key 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
    With these skills you are a great candidate:
    • German (C1 or above)
    • English (B2 or above)
    • 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, TCP/IP etc)
    • Advanced Active Directory knowledge
    • Advanced CRM knowledge
    • Advanced Billing System knowledge
    • Has used an IT Service Management tool (BMC Remedy or similar)
    • Familiar with ITIL best practices and processes
    • Ability to diagnose and resolve difficult  technical issues
    • Customer-Oriented
    • Excellent communication skills
    • Can-do attitude
    • Operational understanding;
    • Team working skills
    • Flexibility
    • Risk management

    Sounds like the perfect job? We’ve got even more to offer:
    • Work from Home – You can get to work remotely from anywhere you choose!
    • Medical and dental services
    • Life insurance
    • Dedicated employee phone subscription
    • Special discounts for gyms and retailers
    • Annual Company Bonus 
    • Ongoing Education
    • You get to work with tried and trusted web-technology
    • Getting in on the ground floor of an technology changing company
    • Flexible Vacation
    The future is exciting. Ready?

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