L1 IT Support Specialist in English

Required:
• 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