Agent L2 Service Desk with German
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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
Team working skills
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
Work from Home – You can get to work remotely from anywhere you choose!
Medical and dental services
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
You get to work with tried and trusted web-technology
Getting in on the ground floor of an technology changing company