L1 IT Support Specialist in English

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Employer: confidential
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 11.06.2018

    • Fluency in English (both written and verbal)
    • 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
    • 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
    Nice to have:
    • Customer facing experience
    • Telephone skills with good voice tone and pitch articulation and overall speech quality
    • Customer focus
    • Proven IT education/ job experience


    Tasks and Activities:
    • Receiving and handling contacts
    • 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
    • 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