IT Customer Support Technician
For one of our clients from Bucharest, a multinational FMCG company, we are looking for an IT Customer Support Technician to be part of a team of 5 people, to process and resolve IT Customer Support incidents, service requests, and tickets for internal customers throughout Europe.
You will work in a company that uses an up to date technology (Windows, Cloud, Office 365, server 2019, virtual machines, etc).
Regular working hours, no weekends / night shifts.
MAJOR RESPONSIBILITIES :
Record incident and service request tickets, and document the resolutions (approx. 50-100 tickets / month)
Perform Incident & Service Request TRIAGE, moving all regional tickets to correct support queues within SLA
Resolve tickets within terms of SLA
Perform technical assistance (installation of computers, printers, desk & mobile phones, including office relocations)
Provide support to a wide range of employees including VIP Executives
Provide support to local on-site and remotely located customers
Must process tickets sometimes not written in his / her native language
Autonomous in ticket processing / resolution but under close supervision of the regional IT Customer Support Manager or ITCS Team Leader
Frequent communications with users through multiple channels (face-to-face, phone, Skype, email)
Work in a fast-paced environment on a variety of unexpected incidents & problems related to personal computers, network connectivity, software problems, file access issues.
THE FOLLOWING REQUIREMENTS MUST BE MET TO BE CONSIDERED FOR THIS POSITION :
Minimum 2 years IT general experience in a similar role
Local Language required, English language is a must
Knowledge of Windows and MAC-based personal computers
Excellent communication skills with a deep sense of customer support professionalism
Ability to deliver a professional attitude in person, on the telephone, and in written communications
Team spirit, the willingness to learn and the ability to adapt to international cultural differences are required.