IT Support L1
At Temenos we believe that our people make the difference. What we create and achieve is a result of the aspirations and goals of the 4000 unique individuals that make up Temenos today. Our people drive real change, and working together as a team is what got us to where we are today. We believe that challenges present opportunities for growth. Ideas become reality when you stay determined and are not afraid to take risks!
In Bucharest, Temenos has more than 265 staff members and it’s expanding its operations in Research and Development, Client Services, Software as a Services (SaaS), Sales and Marketing, SSC Finance, IT Infrastructure, Security and HR.
Prior experience in a complex multi-national and multi-cultural environment ;
University Educated and Full/Part qualified IT support would be advantageous;
Strong computer literacy – ability to use Microsoft suite of packages and operating systems;
Strong computer hardware knowledge - ability to change parts in desktop systems;
Strong organizational skills, excellent time management skills able to priorities own workload.
Ability to work effectively alone, but also in a team;
Strong communication skills, oral and written. Proven ability to build remote relationships and influence confidently with a wide range of stakeholders;
Fluency in English.
To solve and make sure incoming requests are logged properly using tools available (phone, mail, ManageEngine ServiceDesk Plus helpdesk system, Lync, remote desktop tools etc.).
To monitor tickets and assign tickets to its corresponding IT Support groups (dispatching);
To clean-up and make sure that the IT Service Desk general queue is empty at the end of each working day – all tickets should be assigned to the correct IT Support group and treated (replied-to with the necessary information), this includes the technicians own assigned tickets.
To manage the IT Service Desk phone – the first point of contact with the end-users. In all Temenos sites as they get Cisco phone systems – they will be directed to the IT Service Desk phone.
To raise an alert to the IT service concerned if an eventual problem (many similar incidents) is discovered.
To be able to handle and reply to 1st level IT support issues for all IT Support groups and if necessary escalate the tickets with complemented information (what has previously been done/ requested, screenshot etc.) to the 2nd- 3rd level IT Support groups.
To actively search and propose a solution to an incident in order to improve the IT service / the 1st level technician’s own knowledge by using available FAQs, the Internet etc. before escalating a ticket to the next level.
Create solution and document on recurring issues to share with IT Teams.
Write user guide for both IT and end users.[*] On site
To provide eventual local 2nd level support (when the main responsible is not available).
Assist in solving issues or create tickets done by walkups from users.
To assist the manager and main responsible to do IT equipment inventory for the working site.
Installing, reinstalling, repairing software installation on desktops/laptops.
The opportunity to develop a career within a stable multinational environment;
Relaxation room (pool table/ ping pong, board games, PlayStation, Foosball);
25 days Annual Vacation.