IT Support Specialist in English

  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Updated at: 22.01.2017
    Short company description

    At QUALITANCE we work with a blend of Fortune 500 companies and early startups to help them design, build, test and run everything software - from large ERP solutions to highly-scalable consumer facing products - on a large variety of platforms - mobile, cloud, web and desktop.


    - Fluency in English (both written and verbal), Italian or/and Spanish is a plus
    - Specialized know how on Windows, Network, Active Directory, Databases
    - Proven remote support know-how (patches etc.)
    - Technical orientation
    - Problem solver orientation
    - Excellent communication and listening skills
    - Strong communication and teamwork skills
    - Team player
    - Very good analytical skills
    - Eagerness/willingness to learn and show a high degree of flexibility
    - Fast learner
    - Ability to perform under pressure
    - Ability to multi-task
    - Willingness to travel
    - Ability to work in 24/7 shifts
    - Customer focus
    - Ability to learn and apply new technology and methodologies in a distributed environment based on an existing knowledge
    - Ability to solve problems quickly and completely
    - wiling to work in a project shared model
    - Positive attitude
    - Fluency in one of the following languages is a plus: Italian / Spanish / French / Dutch (written and spoken)
    - Telephone skills with good voice tone and pitch articulation and overall speech quality
    - Customer focus
    - Proven IT education and 1 year job experience or 5 years of experience as an IT specialist


    - Receiving and handling contacts (phone calls, emails or self-service requests)
    - Providing remote technical software support to clients
    - Keeping track of changes as per agreed upon processes and procedures on a daily basis
    - Identification and authentication of the user
    - Monitoring the email inbox and the Self Service Requests queue
    - Opening of an incident/request ticket with clear description in English in the ticketing tool
    - Analyzing problems/situations, understanding problem impact on client business
    - Classifying and making an initial assessment of incidents/service requests
    - Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
    - Route all Service Desk non solvable incidents/service requests to the appropriate level support, based on agreed service levels
    - Keeping users informed on how to get updates on request status and progress
    - Responding to client queries, providing timely resolutions to client issues
    - Knowledge of standard office applications such as MS Office, operating system Windows 7 , networking knowledge and server experience
    - Performing in international software support delivery processes and environments
    - Employing client‘s standard support delivery methodologies and tools
    - Maintaining highest client satisfaction - performing problem management and end-to-end problem ownership
    - Applying problem solving techniques
    - Analyzing problems/situations, understanding problem impact on client business
    - Interacting with client functions consistently until problem solution
    - Agents who complete satisfactory or exceptional service, may also be expected to:
    - Provide technical expertise for activities under development or in deployment
    - Drive and support technology based knowledge exchange within the Customer Support team
    - Proactive research into the latest tools and technological developments to support the ongoing needs of the business
    - Ensuring that work carried out by the Service Desk Team is executed in such a way as to comply with the available procedures
    - Acting as a technical mentor/coach to all Service Desk agents
    - Contributing to the maintenance and development of the technical competence of the agents through staff training
    - Being available to discuss and resolve technical issues with other team members as necessary
    - Investigating issues and finding resolution
    - Participating at the ticket quality process and monitoring the quality of the services delivered to our customer
    - Identifying spots for improvement and come with ideas for change
    - Provide immediate support to Management when required
    - Working closely with the PO / TL in order to make sure the team needs are acknowledged