German Support Technician

Cegeka has preserved its family business spirit to this day. Cooperation, respect and development are our foundation. Development is crucial not only in technology, but also on an individual level. We believe that we can only grow if our employees do the same.

We are in a continuous dialogue about how to make that happen, whether it's about your personal development plan, a hangout party or a financial wellbeing session. Get ready for an informal and pragmatic style, that gives you plenty of space to express yourself while growing!

Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The CGMSC (Cegeka Global Managed Services Centre) Division structure is on four main levels of technical competence: Support Technician, Support Engineer and System Engineer and Architect. The four levels act as a team to ensure customer satisfaction.

You are part of the Cegeka 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in German and English for our Europe based customers. The 1st Level Team operates in shifts, from Monday to Friday, with working hours between 08:00 AM to 20:00 EET.

Candidates must possess:

• Excellent German skills
• Excellent English skills
• Excellent customer support skills
• Good technical skills: hardware/software troubleshooting, remote connectivity, etc
• Team spirit
• Punctuality and flexibility

Position responsibilities:

• Improving customer relationship due to professional Service desk support
• Analyzing tickets/requests generated by the customer by calls/email or web submit;
• The tasks are related to:
o Investigating network connectivity issues: Wi-Fi, WAN, LAN;
o Working with: Active Directory, Exchange, O365, Virtuals machines, Citrix Xenapp, SAP, AS400;
o Troubleshooting applications as: Microsoft Office (Outlook issues for ex), VPN (Symantec, F5), AS400, projects specific applications;
o Troubleshooting on: PCs (laptop + desktop), tablet, Thin Client, printers;
o Administrative aspects such as user creation on Active Directory, mailbox/DL creation, other accounts (Wi-Fi etc.);
• Examining all assigned tickets/problems, evaluating complexity, impact and priority
• Giving required support, efficiently and effectively and in accordance with priority and impact
• Escalating problems according to procedures (to the 2nd Level Support Engineers)
• Ensuring follow-up of all issues and proper documentation in the incident management tool
• Taking decision regarding open tickets, giving feedback to users
• Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed
• Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues
• Working in accordance with Cegeka quality standards, procedures and work instructions
• Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes

Offer (bonuses, benefits):

• Headquarters in the center of Bucharest (Victoriei Square)
• Flexible working environment within a dynamic team
• We leave you room to balance your work and private life - 22 days as annual vacation, plus extra days according to internal policies
• Private medical subscription, you can choose from 2 providers
• Meal tickets
• Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
• Preferential rates to 7Card subscription
• Preferential rates to dental clinic
• Guidance and support for different loans, from one of our partner, a financial broker company
• Massage within the company premises
• Team events (team-buildings, team hangouts, Christmas party, etc.)
• Access to a modern library
• Relaxation room (foosball, darts, board games, X-box, etc.)
• Access to various training programs (soft and hard skills trainings, according to the internal policies)
• Continuous learning and improvement activities
• Long-term career development programs
• Being part of a growing organization with Belgian roots