Problem solvers wanted!
Join a funny und dynamischen Team of Specialist Ingenieuren who love to solve IT-Probleme in a German way.
Your day to day :
Ensure timely and effective resolution of end-user IT related issues.
With these activities you will have a great impact on our business :
Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request);
Perform remote troubleshooting through thorough analysis and relevant questions;
Identify the issue using the details received from the end-user and provide resolution according to the work instructions;
Record actions taken and resolution provided in the relevant ticketing system;
Ensure fulfilment of the agreed Service Level Agreements / Key Performance Indicators;
Perform ticket follow-up according to the internal procedure;
Identify and suggest possible improvements on procedures;
Other activities assigned by the Team Leader;
Takes internal customer calls;
Receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio) with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams;
Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership);
With these skills you are a great candidate :
Has at least 2 years of hands-on experience in an IT Helpdesk team.
Has resolved incidents while supporting an enterprise environment that included :
Advanced operating systems knowledge;Advanced Microsoft Office Suite knowledge (O365);Advancednetworking skills (LAN, WAN, TCP / IP etc);
Mobile Operating Systems expertise (Android, iOS);Advanced Active Directory knowledge;
Has used an IT Service Management tool (BMC Remedy or similar);
Familiar with ITIL best practices and processes
Language Requirements : German (C1 or above)
English(B2 or above)
Sounds like the perfect job? We’ve got even more to offer :
Work from Home You can get to work remotely 2 days / week from anywhere you choose!
Medical and dental services
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
You get to work with tried and trusted web-technology
Getting in on the ground floor of an technology changing company
The future is exciting. Ready?