Agent L2 Service Desk with German

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Angajator: Vodafone Shared Services Romania
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 28.10.2021
    Scurta descriere a companiei

    Technology is a playground for ideas!
    Vodafone Shared Services Romania is the place to make them come to life.
    If you want to invest more in a career rather than just a job,
    Meet us, Join us, Grow with us!

    We stay hungry and true to our core values by recruiting people who are fun, passionate, open, and question everything.
    Reflect on what your motivation is to come on board! We’re eager to hear your story.

    We live and thrive in an ever-changing environment where creativity and productivity are key, within working hours, of course.


    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
    Excellent communication skills
    Can-do attitude
    Operational understanding;
    Team working skills
    Risk management


    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

    Alte informatii

    Work from Home – You can get to work remotely from anywhere you choose!
    Medical and dental services
    Life insurance
    Dedicated employee phone subscription
    Special discounts for gyms and retailers
    Annual Company Bonus
    Ongoing Education
    You get to work with tried and trusted web-technology
    Getting in on the ground floor of an technology changing company
    Flexible Vacation