Second Level Support with German
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Angajator: | Inetum Romania |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 11.04.2021 |
Remote work: | On-site |
About Inetum, Positive digital flow:
Inetum is an IT services company that provides digital services and solutions and a global group that helps companies and institutions to get the most out of digital flow. The Inetum group is committed towards all these players to innovate, continue to adapt and stay ahead. With its multi-expert profile, Inetum offers its clients a unique combination of proximity, a sectorial organization and solutions of industrial quality. Operating in more than 26 countries, the Group has nearly 27,000 employees and in 2020 generated revenues of €1,965 billion.
Inetum Romania is an important player in the IT services and solutions market in our country, with over 15 years of activity. It is a stable, growing and profitable company with over 500 employees who provides IT consulting services, infrastructure and software development assistance, digital services implementation and support.
In an Agile format, our teams work on cloud initiatives, application development, business intelligence, automation and digitalization projects that contribute to the profit and evolution of our clients. The diversity of our projects offers team members the opportunity for learning and growth. The company had a turnover of 20 million EURO in 2021.
Required experience:
• Strong verbal communication skills in German (C1/C2) and English (B2)
• Strong reporting and analysis skills.
• Customer service oriented.
• Overview of support and maintenance
• Should have good analytical & troubleshooting skills
• Should have good verbal and written communication skills
• System analysis skills for IT troubleshooting
• Conscientiousness and high accuracy in work
• Service orientation
• Flexible attitude and can do attitude
Must have technical / professional qualifications:
• Operating Systems Knowledge
• Knowledge of IT Service Management tool (BMC Remedy or similar)
• Know How business support
Typical outputs :
• Resolved incidents, service requests and queries
• Documentation of workflow
• Interaction with involved parties like application support or business departments or external parties and with the IT teams and other stakeholders for incident closure/ request fulfilment
• Define priority of incidents and follow up
• Issue escalations proactively to management or IT support whenever necessary
• Co-ordinate and track resolution activities
• Responds to access requests by creating/modifying/deleting accounts and applying role based access rules in assigning application access and user rights
• Takes internal customer calls
• Receives incidents and problems via phone, e-mail or ticket-system regarding all supported UnityMedia applications with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams
• Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
• Ensures service level agreements’ fulfilment
• Permanent optimization activities, maintenance and enhancements for own support tools are part of the role.
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