L2 Service Desk with German

Angajator: VON Consulting SRL
Domeniu:
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 11.04.2021
    Scurta descriere a companiei

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Cerinte

     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

    Responsabilitati

     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