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Agent L2 Service Desk with German

Karrier szint
Kezdő (0-2 év), Középfok (2-5 év)
Foglalkoztatási típus
Teljes munkaidő
Nyelvismeret
Német - Haladó
* minden nyelv kötelező
Munkavégzés helye
Helyek száma
1

 

Your day to day:

Provide IT services in the area of Help Desk for Business Systems/Applications.

 

With these activities you will have a great impact on our business:

  • 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

 

 

With these skills you are a great candidate:

  • 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

 


Sounds like the perfect job? We’ve got even more to offer:

  • Work from Home – You can get to work remotely from anywhere you choose!
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus 
  • Ongoing Education
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of an technology changing company
  • Flexible Vacation

The future is exciting. Ready?