Level 2 Service Desk Technician with French and English

Employer: HELPLINE
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 19.09.2020
    Short company description

    HEPLINE Romania is present in Timisoara since 2013 and received in 2019 the 1st prize for High Tech companies on the local market.

    Our main activities:

    Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Selesforce, Cegid and for client specific applications

    IT Service Desk (40%) : Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365

    BPO (20%): Externalization of business processes, back office activities within our specialization

    Join and grow with HELPLINE!
    Choose a job that makes sense among our current opportunities.

    Requirements

    Spoken languages: FR B2 and EN B2
    - Previous service desk, onsite support and/or customer care experience
    - Technical Background and general knowledge of computer terminology
    - Analytical skills, providing positive customer service, interpersonal skills, listening skills, and team spirit
    - Energetic, enthusiastic, highly motivated and organized individual
    - A strong emphasis is placed on providing a timely resolution to support requests.
    - Availability to work in day shifts : 9h-18h / 11h-20h

    Responsibilities

    - 2nd level IT support for our client employees by providing support to end-users and will interface with a L1 service desk team to achieve deliverables supporting the end-users (90% back office activity and 10% to support L1 in case of peak of activity)
    - Provide detailed and precise information to support teams and to L1 team
    - Identifying, handling and solving the requests
    - Conduct diagnosis and solve or escalate incidents to the right departments
    - Monitor servers and services, Managing alerts : Promptly apply documented fix or escalate to dedicated support team
    - Specific Software, (OS W10, Office 365, Active Directory, Software Center, Teams, Citrix, …)
    - Mobility (iPhone and iPad troubleshooting)
    - Networking (LAN, WiFi and VPN)

    Other info

    What we offer:

    Permanent contract
    Central building offices with excellent view on the city, top facilities and equipment
    Competitive salary
    Performance bonus
    Meal tickets and gift vouchers
    Night shift bonus
    Taxi ticket for night shift
    Training opportunities
    Regina Maria medical package
    Copayment 7Card
    Extra vacation days
    Massage at the office day
    Fruits on the house
    Relocation package