IT Helpdesk with German ( L2 )

Employer: Euro-Testing Software Solutions
Domain:
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 19.09.2021
    Short company description

    Euro-Testing Software Solutions is a privately-owned software company specialized in Full-Service Software Testing, Penetration Testing, Vulnerability Identification & Management, Application and Data Security, Static & Dynamic Code Analysis as well as, DevOps/DevSecOps, Robotic Process Automation, Implementation and Customization for Atlassian and Micro Focus (HPE) products.

    Requirements

    • Ability to diagnose and resolve difficult technical issues
    • Customer-Oriented
    • Excellent communication skills
    • Operational understanding
    • Team working skills
    • Flexibility
    • Risk management
    • Advanced operating systems knowledge
    • Advanced Microsoft Office Suite knowledge (O365)
    • Familiar with ITIL best practices and processes

    Language requirements:
    • German (advanced)
    • English (medium)

    Responsibilities


    • 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 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