Are you excited about transforming the way we bank by using the latest technology? We are too!
About the job:
o Provide 24x7 1st level support (shifts helpdesk &
onsite) for Support Teams, Clients and Client’s 3rd Parties Vendors
o Provide 1st level troubleshooting to customers
o Respond to customer calls in a professional and courteous manner
o Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
o Able to do initial diagnostic, categorization, set priority, dispatch job
o Able to support & coordinate with Support teams in incident/problem investigation and resolution
o Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures
o Ensure timely case attention, resolution, escalation and closure, so that SLA is met
o Ensure timely escalation of major and critical incidents
o Ensure timely submission of daily and periodic statistics and reports.
o Ensure timely reporting of services outages or degradation and/ or batch failures
o Contribute and Submit knowledge request if found lacking in the knowledgebase
o Liaise with internal and external vendors to satisfy customer queries
o Proactively assist customers to avoid or reduce problem occurrence
o Actively pursue Continuous Improvement initiatives to improve the overall performance of
the service desk
You:
o Diploma or Certification in Information Technologies related fields
o Good communication skills in English language to ensure successful resolution to external client issues. German language will be a plus
o Minimum of 1-2 years of post-education IT work experience required
o Working knowledge on Windows, Unix and Network.
o Experience with some of well-known public cloud services (o365, AWS, Azure…)
o Experience with call tracking / ticket management system
o Experience with Managed Services, IT Integration and/or Consulting experience a plus
o Must be able to work independently and/or in a team environment, respecting a cultural
diversity.
o Ability to work on site at client locations with respect to client’s work environment & staff
o Capable of maintaining a calm cool composure even when navigating challenging situations
and frustrated clients
o Provide excellent communication with client while on site assuring superior client service
Salary for the role starts at 1700€ gross, final offer will depend on candidate´s skills and experience.
Výhody:
- - Five extra vacation days on top of regulation
- Sick leave compensation 100percent from day one
- Yearly bonus up to 10percent
- Overtime fully paid or compensated based on your preference
- A friendly and informal working environment
- Work-life balance with flexible working hours and the option to work from home
- Dedicated time for individual training
- MultiSport card for access to a broad range sport offering
- Language courses
- Parking
- Private Healthcare Package