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Student Assistant: Associate IT Technical Support (m/f/d)
We have a position open for one of our customer, They are looking for a Associate Technical Support engineer. This role is based out at Leipzig, Germany.
The Customer is an multinational company, providing information technology services and business process outsourcing to companies in various vertical and horizontal markets
Associate IT Technical Support
Excellent German and English writing, speaking and communication skills
At least 18 years old and above
High school graduates are encouraged to apply but preferably with 1-2 years of college education
Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
No issues working in at any location assigned by the company
Familiarity with ITIL, Foundations certificate a plus
Experience working in a customer-centric environment
Knowledge of IT Service Desk ticketing tool (Service Now, BMC, etc.)
Knowledge of MS OS 8-10 and iOS 9-10
Knowledge of Chromium OS & Android OS
Experienced in a Service Desk environment or equivalent
Experience working in an environment that requires managing issues in accordance with SLA commitments
Demonstrated ability to work in a fast-pace, sometimes stressful environment and make quick, calculated decisions
Demonstrated ability to communicate within all levels of an organization, including management as well as operating teams
Ability to create event reviews, reports and presentations for management staff
Demonstrated ability to identify, analyze and evaluate a large volume of information and to communicate accurate and timely updates to the organization with solid focus on detail, as required
Customer centric focus and experience working on client-facing teams
Ability to handle technical issue from open through closure through both hierarchical and functional escalation support, vendors and end users
Knowledge of MS Office suite software
Ability to work varied shifts to cover 24x7x365
Demonstrated ability to perform logical troubleshooting for end user issues.
Familiar with navigation and or operations of mobile devices, laptops, desktops, printers, network configuration and VPN
Roles and Responsibilities
Logging of all Incidents & Service Requests
Escalation to relevant Resolver Groups if necessary as per agreed Support Levels and End to End management through to resolution
End to End management of End User complaints, analysis and improvement recommendations
Tracking of Incident and Service Request status
End to End Lifecycle management and conformance to agreed quality measures, including audits, analysis and improvement recommendations
Keeping End Users informed on status and progress of Incidents until resolved
Resolution of Incidents & Service Requests
Pro-actively informing users of Known Problems according to priorities and via the appropriate media channels
The Service Desk will determine assignment of Incidents to Level 2 support. To help and accelerate the proper classification of an incident and assign it a priority, either through direct communication or by liaising with L2 resolving teams.
Escalation will be based on the impact to a particular User Group or Service and SLA
The Service Desk will track and report the status of the Incident on behalf of the User
Acts as single point of contact (SPOC) and provide first level technical assistance for user‘s IT inquiries, incidents, concerns, service requests and other topics relating to IT services.
Evaluates, and prioritizes incoming telephone, voice mail, e-mail, from multiple users experiencing problems with hardware, software, networking, telephony and other computer-related technologies
Supports a computer operations environment that meets all service level agreements and availability targets
Provides immediate tactical response and coordination minimizing duration of an Incident.
Maintains and restores business continuity by reporting and escalating the incident to Proper Channel (Timely escalation of the incident to Platform Owners, Platform owner manager for faster issue resolution)
Facilitate the restoration of disrupted services on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices.
Maintain a current understanding of the IT systems, IT policies, and IT operational groups
Monitors and responds appropriately and timely to all emails sent to the ITSD distribution.
Acts as the information conduit between ITSD and IT Management teams when appropriate. Works with all Local IT Support, when requested.
Provides regular notifications to site/teams concerning open or ongoing incidents
Liaise with other IT teams on proper integration and correlation of the Incidents
Ensures log incident in the ticketing system that has documentation of everything that occurs along with the time stamps of when they occurred, and is updated in the appropriate databases
Publishing and completion of after-the-fact documentation regarding details to an incident (After Incident Reports, Reason for Outage documents) and exercising of accountability for correctness, detail and timeliness of data output gathered from the Incident Management process that is leveraged during Problem Management.