IT Support Specialist

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

• Accurately log incidents within a ticketing system, update assigned tasks in a timely manner, ensure proper escalation to management, vendors, and clients
• Understand the problem impact on client business, maintaining the highest customer satisfaction
• Constantly interacting with customers, maintaining positive client relationships even in critical situations
• Make sure the process conformity and SLAs are accomplished
• Interact with systems engineers, developers, and other personnel to quickly troubleshoot, triage and resolve issues
• Create and implement documentation and procedures for alerting and escalation and stay current with system information, changes, and updates
• Perform problem management and end-to-end problem ownership
• Respond to requests for technical assistance in person, via phone, electronically, track and route problems or requests and properly document the resolution
• Perform real-time proactive monitoring and troubleshooting for diverse technologies based on existing procedures (highly diverse infrastructure environments: servers, databases, network devices, etc)
• Logging all related activities for each customer query and handling client data securely

Working hours:

Shifts 24x7
Morning 06:00-15:00;
Late 14:00 - 23:00;
Night 22:00-07:00

Required skills:
• Fluency in German & English (both written and verbal)
• Good General IT Knowledge - Fundamental understanding of Windows & Linux Operating System
• Willingness to learn new things and technologies
• Experience using an enterprise ticketing system (SCCD/Service Now/Remedy/JIRA etc.)
• Understanding of ITIL process with appropriate fundamental accreditation
• Ability to work effectively with team members, multiple departments and vendors
• Excellent communication and listening skills (both written and verbal)
• Team player
• Able to mentor junior team members
• Problem solver orientation
• Ability to multi-task
• Excellent follow-up and time control skills
• Extremely flexible if the workflow is changing
• Ability to perform under pressure
• Proven IT education or 1-year job experience in customer support
• Experience with various monitoring and alert systems and the operating procedures to produce optimal results.
• Customer focus
• Telephone skills with good voice tone and pitch articulation and overall speech quality
• Customer-facing experience