Technical Support with German

ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN IT.

Availability to work in shifts, as part of the SPOC team;
German language at conversational level is mandatory;
English language at conversational level;
Minimal previous experience working with processes and ticketing tools.

Level 1 support - receive incidents from multiple communication channels (ITSM tools, phone calls);
Level 1.5 support - monitor various dashboards of the platform, validate issues using specific tools and raise incidents;
Alert Incident Management team on duty regarding any P1/P2 Incidents, received from 3rd parties or identified internally;
Ensure communication with 3rd parties based on specific requirements and protocols (posting INCs on ITSM tools, on the phone during the night);
Catch and dispatch incidents;
Initial filter for the quality of incidents received (mandatory fields are properly filled in).