Office 3rd Level Support (Global)

IHM Total Consult is, beginning with June 2019, part of SGB Humangest Holding, an Italian group of companies offering specialized consulting services in the field of human resources selection, training and management. IHM Total Consult was founded in 2004 and is now ranked among the top 5 HR players on the Romanian market, considering turnover.
All resumes and data are considered confidential and will be evaluated only for projects matching your professional experience.  

MAIN OBJECTIVES

provides expert level technical support (3rd level support) related to Microsoft Office products with focus on Office 365 (Excel, Powerpoint, WORD, Access, OneNote, Infopath, Publisher, Visio, Office Online, Sway) for problems or questions (FAQ, RFCs, Incidents, etc) of the end users from all the departments of the customer relayed through 1st and 2nd level support groups.
TASKS AND RESPONSIBILITIES

processes tickets created by 1st and 2nd level support groups within a defined standard platform (ITSM tool)
ensures the analysis and provides independently a solution or workaround for the problems and requests of the end users regarding all MS Office products
relays the solution through the defined communication channels back to the end user and documents the solution in a defined standard platform (ITSM tool)
involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined ITSM tool to the appropriate support group.
communicates and escalates problems on functional (n-level support) or hierarchical level (superior officer)
continuously updates the knowledge database for 1st and 2nd level support groups
communicates with all departments on demand and relays information correctly, completely and in time
complies with the internal regulations and work procedures of the company and the customer.


EDUCATION LEVEL:

technical education or equivalent professional experience required, higher education preferred, at least secondary education level with graduation


LANGUAGE SKILLS:

English- fluent level (his/her daily job requires written and spoken communication over mail/tickets/phone, he/she must understand what technical issue is and must be able to communicate the solution comprehensively and fluently).


TECHNICAL KNOWLEDGE:

expert knowledge in Microsoft Office: Excel, Powerpoint, WORD, Access, OneNote, Infopath, Publisher, Visio, Office Online, Sway
extensive experience in supporting Microsoft Office products on 2nd/3rd level.
basic knowledge on administration of IT systems, client OS (MS Windows), networks, client/server technologies, storage systems, databases and specific applications,


SOFTSKILLS:

very good customer care skills
good communication skills, open to new contacts, clarity and conciseness in written and verbal communication
independent working
attention to details, distributive attention
developed team spirit
resistance to stress and flexibility


REPORTING LINES:

Reports to: Team Leader or his nominated deputy


WORKING CONDITIONS:

office location: VALEO IT Offices in the Philippines, Romania and Mexico.
working times: 8 hours/day, 5 days per week, shifts during daytime, overtime only on demand and with agreement of both parties, on-call duty during weekends possible in a later stage only on demand and with agreement of both parties
amenities: individual workplace in an open space office, telephone, IT equipment
delegations: only on occasional basis, only with agreement of the employee
personal development:
-customer specific trainings will be provided in the work-in/training period

-technical trainings will be provided on demand

-documentation and regular internal trainings available

-initial training-onboarding period planned

100% desk job, remote support activities, no face-to-face interaction with customers or other support groups required


BENEFITS

salary: according to market level, individually negotiated
additional benefits: according to market level, individually negotiated

SENIORITY

expert level

.