Állás   (Főállás)katt ide az it2it.hu főoldalához
German Speaking L2 Service Desk Agent
(Budapest, Váci út 1-3, 1062)
L2 agent is the local point for tasks requiring high technical knowledge and work together with Supervisors and the Technical Support Specialists to define improvement possibilities of the service provided to the customers.
Privát kapcsolatfelvétel  
RégióBudapest vagy környéke
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Általános információk
Általános elvárások 
  • Fluency in German
  • Good knowledge in English
  • Strong customer and team-focus
  • Excellent communication, coaching and teaching skills
  • Self-starter and pro-active Experience in Windows 7/8, Microsoft Active Directory and TCP/IP configuration and administration
  • Minimum 1-2 years working in an IT support environment;
  • Expert knowledge of MS Office Suite in particular and the Windows environment in general
  • Aptitude for quick learning of technical and procedural topics
  • Ability to work with minimal supervision
  • Process- and procedure orientated
Kiegészítő információk 
Key Responsibilities/Outcomes:

• Windows 7/8, OS configuration, administration and troubleshooting
- Microsoft Active Directory, users and objects administration
- Client software installation, configuration and troubleshooting
- TCP/IP (client to gateway) configuration and troubleshooting
• Review support documentation and recommend changes and additional information;
• In case of a technical escalation provide support to agents and Team Leaders/Subject Matter Experts;
• Handle calls and assume call responsibility when required and ensure entry of appropriate information in our call tracking software
• Be responsible for second level/advanced technical support for telephone agents
• Perform required troubleshooting both on all warm transfer and outbound calls and direct escalation on calls which are outside the 1st level agent’s technical abilities or support boundaries
• Provide technical trainings to the agents
• Monitor and handle all incidents referred to 2nd level queue in SLA (SLA defined by accounts)
• Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
• Take part in building knowledge base articles based on in-scope support requirements
• Floor walking, coaching, providing feedback to L1 agents
Elvárt kompetencia ismeretek
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