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Service Desk Agent L2 with German

ID: Service_Desk _L2
Full time
Bucharest
Entry, Middle
17-01-2022
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
  • Customer-Oriented
  • Excellent communication skills
  • Can-do attitude
  • Operational understanding
  • Team working skills
  • Flexibility
  • Risk management
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