Provide IT services in the area of Help Desk for Business Systems/Applications.
Employer Profile
Telecom Company
Responsibilities
Serve as 2nd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at first contact
Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
Perform remote troubleshooting through thorough analysis and relevant questions
Record actions taken and resolution provided in the relevant ticketing system
Perform ticket follow-up according to the internal procedure
Identify and suggest possible improvements on procedures
Provide technical guidance to L1 agents
Ensure fulfilment of the agreed Service Level Agreements/Key Performance Indicators
Provide telephony, chat and ticketing support based on business requirements & workload (peaks)
Contribute to knowledge management process by documenting newly elaborated solutions in order to make applicable the knowledge for the first level support.
Requirements
German (C1 or above)
English (B2 or above)
Has at least 2 years of hands-on experience in an IT Helpdesk team
Has resolved incidents while supporting an enterprise environment that included:
Advanced operating systems knowledge
Advanced Microsoft Office Suite knowledge (O365)
Advanced networking skills (LAN, WAN, TCP/IP etc)
Advanced Active Directory knowledge
Advanced CRM knowledge
Advanced Billing System knowledge
Has used an IT Service Management tool (BMC Remedy or similar)
Familiar with ITIL best practices and processes
Ability to diagnose and resolve difficult technical issues
