Support Technician French
CEGEKA
Bucharest , Romania
33 zile în urmă

J obmission :

Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The CGMSC (Cegeka Global Managed Services Centre) Division structure is on four main levels of technical competence : Support Technician, Support Engineer, System Engineer and Architect.

The four levels act as a team to ensure customer satisfaction.

You are part of the Cegeka 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work.

Your mission is to provide technical remote support in French and English for our Europe based customers by participating in a shift system, that operates Monday to Friday, between 08 : 00 AM EET 20 : 00 EET.

P ositionresponsibilities :

  • Improving customer relationship due to professional Service desk support
  • Analyzing tickets / requests generated by the customer by calls / email or web submit
  • The main tasks are related to :
  • Investigating network connectivity issues : Wi-Fi, WAN, LAN;
  • Working with : Active Directory, Exchange, O365, Virtuals machines, Citrix Xenapp, SAP, AS400;
  • Troubleshooting applications as : Microsoft Office (Outlook issues for ex), VPN (Symantec, F5), AS400, projects specific applications;
  • Troubleshooting on : PCs (laptop + desktop), tablet, Thin Client, printers;
  • Administrative aspects such as user creation on Active Directory, mailbox / DL creation, other accounts (Wi-Fi etc.);
  • Examining all assigned tickets / problems, evaluating complexity, impact and priority
  • Giving required support, efficiently and effectively and in accordance with priority and impact
  • Escalating problems according to procedures (to the 2nd Level Support Engineers)
  • Ensuring follow-up of all issues and proper documentation in the incident management tool
  • Taking decision regarding open tickets, giving feedback to users
  • Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed
  • Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues
  • Working in accordance with Cegeka quality standards, procedures and work instructions
  • Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes
  • C andidatesmustpossess :

  • Excellent French skills
  • Excellent English skills
  • Excellent customer support skills
  • Good technical skills : hardware / software troubleshooting, remote connectivity, etc
  • Team spirit
  • Punctuality and flexibility
  • Desire to grow professionally
  • Benefits :

  • Headquarters in the center of Bucharest (Victoriei Square)
  • Flexible working environment within a dynamic team
  • We leave you room to balance your work and private life - 22 days as annual vacation + additional vacation days (according to the internal policies)
  • Private medical subscription, you can choose from 2 providers
  • Meal tickets
  • Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
  • Massage within the company premises
  • Team events (team-buildings, team hangouts, Christmas party, etc.)
  • Relaxation room (foosball, darts, board games, X-box, etc.)
  • Access to various training programs (soft and hard skills trainings, according to the internal policies)
  • Continuous learning and improvement activities
  • Long term career development programs
  • Being part of a growing organization with Belgian roots
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