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2019.06.06.

Technical Support Specialist L1-L2 (24/7)

Job Description

Technical Support Specialist – 24/7

 

The team is responsible for driving the efficiency of the incident management and service request fulfilment process, achieving client satisfaction through the delivery of a quality and timely service; furthermore, the team makes recommendations for improvement of these processes. Facilitating communication and coordination, the team is able to manage internal and customer escalations regarding incidents across the Service Desk.

 
What you will do:
  • Answer support calls, log tickets in the relevant support systems and assigns priority, owner, timescales. Notify the incident owner
  • Catch and dispatch the issues reported by end users
  • Provide First Line Resolution Fix support to the end customers
  • Liaise with internal and external solution groups, ensuring that contractual SLA's are met
  • Follow up the solution of the incident, provide alarm management
  • Provide first line resolution fix
  • Create and maintain the contact list
This position is for you if you have:
 
  • Fluent English knowledge is a must
  • Intermediate level of German knowledge is a plus
  • Interest in cutting edge technologies and Internet of Things area is a huge advantage
  • Experience in support/ helpdesk/ customer service and experience of customer/ vendor relationship management is a strong advantage
  • MPLS Networking knowledge is a must and CCNA is a plus
  • Exposure to telecommunication technologies (Data voice and SMS)
  • Excellent communication skills are inevitable
  • Major incident handling and mass communication  is a must
  • Familiarity with logging systems (e.g. Service Now, ITSM, )
  • Strong customer focus and Problem solving skills
 
 Why should you join us:
  • We provide corporate assets as laptop and mobile phone 
  • Unravel your continuous process improvement mindset – new ideas are always listened to
  • Internal coaching/mentoring culture
  • Support of career aspirations and personal development
  • Possibility to work from home
Contact

Dávid Csiba

+36 70 704 6762