Job expirat
Respond to incoming questions/issues in a timely manner.
Provide initial assistance and issue resolution for all supported hardware, software peripherals, and
usability issues utilizing experience and an understanding of the IT environment and our businesses.
Execute the activities associated with the identification, prioritization, and resolution of reported
incidents / requests.
Troubleshoot to determine source of problem (hardware, software, user access, network, etc…).
Document each ticket with a level of detail to enable other support teams to effectively pick up the issue when it is escalated
Submit Requests and Incidents on behalf of our end users and coordinates with other IT areas to resolve problems as necessary.
Track all end user contacts in the ticket tracking system, with all relevant end user and request information
Follow Incident Management and Escalation policies and procedures. Escalate unresolved tickets appropriately to Level 2 support teams
Participate in a supportive role by acting as a liaison between the end user and departments within the organization, to ensure that all reported system problems are resolved in an accurate and timely manner
This position will provide basic technical support to our end users via several communication channels (phone, email, chat, web, other). This includes password resets, troubleshooting printer setup, basic diagnosing of software, and answering questions on business specific applications. The efficient use of remote control technology in the resolution of end user issues is critical. Those issues that the technician is unable to resolve will be escalated to the level 2 support teams.
Student or University Graduate (Technical University Degree is an advantage)
1 year of related work experience, or an equivalent combination of education and experience
Experience in the use of remote IT support tools
Has worked with, and can troubleshoot, Microsoft desktop products
Good knowledge of Microsoft Operating Systems local and remote administration
Good knowledge of the Microsoft Office family applications (especially Outlook)
Basic hardware troubleshooting
Basic software support
Fluency in English language AND German
Very good communication skills
Exceptional phone etiquette.
Excellent customer service skills
Flexibility and ability to work shifts
VON Consulting ofera servicii de recrutare personal, training, administrare si salarizare personal, leasing de personal.
