IT Support Specialist

InCrys is a provider of complete Technology and Consulting Services, founded in 2000. Headquartered in Bucharest, Romania, with offices in London and Rotterdam, we deliver Testing, Application Development Outsourcing, Remote Server Administration, Business Analytics and Optimization (BAO) and Software Packaging services to clients in Western Europe, USA and Canada.

• 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