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Confidential

Service Desk Agents with German

Angajeaza Premium Talent
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Nivelul carierei
Entry (0-2 ani), Middle (2-5 ani), Fara experienta
Tip job
Full time
Job partial remote (timpul de lucru se va imparti intre remote si sediul companiei)
Limbi vorbite
Germană - Avansat , Engleză - Avansat
* toate limbile sunt obligatorii
Adresa
Recrutez candidati dispusi sa se relocheze
Da
Posturi disponibile
5

We’re looking for several German speakers to join our team in Sibiu, as Service Desk Agents.

Main objectives of the role:

  • Providing technical support (1st level IT support) for end users from all the departments of the customer in case of problems or questions (FAQ, RFCs, Incidents, etc)
  • Restoring the functionality of the IT Infrastructure in case of an incident or a faulty service as soon as possible

Responsibilities:

  • Provides support to the end/users by phone, email or tickets
  • Ensures the analysis and provides first line support including problem identification and implementation of a solution or workaround for the problems and requests of the end users
  • Registers the calls and incidents in a defined standard platform
  • Is responsible for the correct categorization and prioritization of incoming calls
  • Involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined tool to the appropriate support group.
  • Executes Service Requests (password resets)
  • Creates and documents RFCs-Requests- for-Change
  • Communicates and escalates problems on functional (n-level support) or hierarchical (superior officer) level
  • Continuously documents the work he has done, updates continuously the knowledge database
  • Communicates and solves if possible complaints and escalations
  • 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.

Requirements:

  • Education: technical education/ training/ equivalent professional experience required. Higher education preferred but not mandatory, at least secondary education level with graduation
  • German – advanced level (his daily job requires communication over phone with native French speakers with potential regional accent, he has to understand what technical issue the user has and has to be able to communicate the solution comprehensively and fluently)
  • English – at least at conversational level, both spoken and written
  • Fluent PC operating skills
  • Highly preferred, but not mandatory – Basic knowledge on administration of IT systems,

    networks, client/ server technologies, storage systems, databases and specific applications, with focus on, but not limited to following areas:

    • Operating Systems (mainly Windows, mainly on client side; any other knowledge is a plus

    • MS Office products usage and troubleshooting

    • Server and storage systems basics

    • Networking basics

    • Client hardware basics

    • Messaging systems (Lotus/Exchange) is a plus

    • PC troubleshooting skills

  • Very good customer care skills
  • Very good communication skills, open to new contacts, clarity and conciseness in written and verbal communication
  • Attention to details, distributive attention
  • Developed team spirit
  • Resistance to stress and flexibility