Service Desk Agents German, Hungarian, French, Italian, Dutch, Polish or Portuguese – CLOSED

Timisoara, Romania

For a few companies in the IT support industry in Timisoara, we are looking for Service Desk Agents  that speak one of the following foreign languages: German, Hungarian, French, Italian, Dutch, Polish or Portuguese.

Maine objectives of the role:

  • Providing technical support (1st level IT support) for end users from all the departments of the customer in case of problems or questions (FAQ, RFCs, Incidents, etc)
  • Restoring the functionality of the IT Infrastructure in case of an incident or a faulty service as soon as possible

Responsibilities:

  • Provides support to the end/users by phone, email or tickets
  • Ensures the analysis and provides first line support including problem identification and implementation of a solution or workaround for the problems and requests of the end users
  • Registers the calls and incidents in a defined standard platform
  • Is responsible for the correct categorization and prioritization of incoming calls
  • Involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined tool to the appropriate support group.
  • Executes Service Requests (e.g. password resets)
  • Creates and documents RFCs-Requests- for-Change
  • Communicates and escalates problems on functional (n-level support) or hierarchical (superior officer) level
  • Continuously documents the work he has done, updates continuously the knowledge database
  • Communicates and solves if possible complaints and escalations
  • Communicates with all departments on demand and relays information correctly, completely and in time
  • Complies with the internal regulations and work procedures of the company and the customer.

Requirements:

  • Education: technical education/ training/ equivalent professional experience required. Higher education preferred but not mandatory, at least secondary education level with graduation
  • At least a B2 level of either of the following:German, Hungarian, French, Italian, Dutch, Polish or Portuguese.
  • English – at least at conversational level, both spoken and written
  • Fluent PC operating skills
  • Highly preferred, but not mandatory – Basic knowledge on administration of IT systems, networks, client/ server technologies, storage systems, databases and specific applications, with focus on, but not limited to following areas:
    • Operating Systems (mainly Windows, mainly on client side; any other knowledge is a plus)
    • MS Office products usage and troubleshooting
    • Server and storage systems basics
    • Networking basics
    • Client hardware basics
    • Messaging systems (Lotus/Exchange) is a plus
    • PC troubleshooting skills
  • Very good customer care skills
  • Very good communication skills, open to new contacts, clarity and conciseness in written and verbal communication
  • Attention to details, distributive attention
  • Developed team spirit
  • Resistance to stress and flexibility

Benefits:

  • Central office building starting with summer
  • Good salary according to market level, individually negotiated
  • Benefits: 13th salary, performance bonuses, 25 holiday days, technical trainings, health insurance, meal tickets etc
  • Customer specific trainings will be provided in the work-in/ training period. Initial training and onboarding period of 1-3 months planned