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Service Desk Engineer [German speaking]

Connect44

Service Desk Engineer [German speaking]

Job Location

Timisoara

Available Positions

1 positions

Job Type

Permanent

Job Ref. Number

SDSGE28032022

We are looking for a German-speaking Service Desk Engineer located in Timisoara

The IT Service Desk Specialist will provide first and second line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Main Responsibilities:

  • Act as a single point of contact for phone calls, tickets from staff regarding IT issues and queries
  • 1st and 2nd line support - troubleshooting of IT related Incidents from in-house software to hardware, such as Laptops, PCs and Printers, mobile phones
  • Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
  • Handling of end-user service requests from reception until closure
  • Escalate unresolved calls to the relevant Resolver Group
  • Take ownership of user Incidents and follow up on the status of Incidents on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide stats for the weekly Service Desk report on call trends
  • Publishing support documentation to assist staff with requests for information
  • Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups etc
  • Experience with Microsoft Exchange Server management
  • To arrange for external technical support where Incidents cannot be resolved in house
  • Maintaining an Asset Database and tracking changes
  • Support the Problem Management process by providing input for problem tickets, based on occurred incidents
  • Supports the Configuration Management process by updating CMDB based on incidents.
  • Support the Change Management process by controlling the final execution of all Planned Changes to minimize service disruption
  • Report on relevant KPI’s in relation to the agreed levels

Requirements:

  • Excellent communication skills
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems and applications
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Analytical thinking and task performing
  • Excellent organisational skills
  • Experience with IT/CT/ICT operations and maintenance support is a plus
  • Experience with ITIL service management or other standard IT practices are considered a plus
  • Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites
  • Active Directory and SharePoint knowledge are considered a plus
  • Language: Fluent German is required: C1 level preferred