IT Support Specialist in English

EEU Software is a fast growing software development company. We started in early 2000 and specialised in Java projects. The 80 programmers in EEU are all together a young, dynamic and highly professional team. We have implemented various applications in Europe and overseas, in countries like Spain, UK, Argentina, USA, Germany, Finland, Switzerland, France and more. EEU Software is Microsoft Partner, IBM Core Partner and Oracle Gold Partner. Our company uses the highest quality standards being ISO 9001 certified by a well-known austrian company, TUV.

Working Time:

24X7 - Actual shifts (including weekends, through rotation):
14:00 - 23:00
15:00 - 24:00
22:00 - 7:00
For SP/IT skill, an additional shift is needed : 8-17 (Monday - Friday) and 9-14 (Saturday).

Mandatory skills:

• 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
• Willingness to travel
• Ability to work in 24/7 shifts

Nice to have skills:

• Customer facing experience
• 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
• Proven IT education and 1 year job experience or 5 years of experience as an IT specialist

Tasks and responsibilities:

• 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

Benefits:
- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Focus on Java technologies
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability