IT Helpdesk with German ( L2 )

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.

• 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)

• 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