Help desk with German/English

Akka Technologies Group, the main player on the engineering and technological consulting market, provides services to large companies in their innovative process. Since 2006, Akka Romserv, the Romanian branch of the group, is one of the most important technical services providers in Romania.

Customer-service oriented with a problem-solving attitude
Advanced troubleshooting and multi-tasking skills
Technical knowledge of Windows OS
Knowledge of ITIL practices appreciated Basic technical knowledge of Microsoft environment (Active Directory, VPN, Skype, users/groups/OU management …)
Excellent written and verbal communications skills with German and English

Serve as the first point of contact for customers seeking technical assistance over the phone, email or other communication channels
Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events, requirements and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures
Co-operate with other members of the IT department