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 Descrierea postului: |
- Analysing support requests sent by the customer by calls, mail, web submit or assigned by first level;
- Update all tickets assigned within your queue when scheduled as “Second Line support”, take ownership;
- Giving required support efficiently and effectively and in accordance with priority, impact and SLAs;
- Taking decision regarding open tickets and complete with your suggestions/comments;
- Managing and reporting resolved problem(s) at clients’ infrastructure;
- Perform onsite interventions & basic installations at the customers infrastructure/data centre;
- Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues. |
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| Cerinte: |
- Student or graduate of a Computer Science related faculty;
- Previous experience in a technical support position;
- Ability to troubleshoot and solve complex technical problems;
- Strong Microsoft and networking knowledge (Windows, Office);
- Symantec knowledge (would be a plus);
- Process and procedure oriented;
- Excellent interpersonal communication skills;
- Fluent English is a must;
- Punctuality. |
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