1st Level Retail Software Systems Analyst - German

Purpose Statement:

• Come join the Micros Retail Global Business Unit by Oracle - one of the leaders of the worldwide IT industry and the Nr. 1 Employer in Romania in 2017.

Mandatory Skills/ Job Specifications:

• 1­ - 2 years previous experience in IT or Corporate Support environment
• Fluency in German (both written and verbal) >minimum required level B2, ideal C1
• Fluency in English (both written and verbal) > minimum required level B2
• Team Player Mentality
• Solid Professional Attitude
• Technical Troubleshooting Skills
• Proven remote support know-how
• Customer orientated Communication Skills
• Availability to work in normal and late shifts (night shifts not required)
• Availability to work in weekend shifts (2 per month – compensated as overtime or free day)

Essential Functions / Responsibilities:

• Log and manage support requests received via telephone and email from external customers, within the specified time Provide remote technical software support to clients
• Classify and make an initial assessment of incidents/service requests
• Analyze problems/situations, and understand problem impact on client business
• Extensively troubleshoot and document cases and provide L1 resolutions
• Route all L1 non solvable incidents/service requests to the appropriate level support, based on agreed service levels
• Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners, this includes providing and testing hardware
• Track incidents on all channels and provide Monitoring coverage of the client systems
• Support on site technicians by till installation and set up
• Follow and contribute to the extension of the project knowledge base instructions
• Identify opportunities for improvement in Oracle Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
• Ensure agreed Incident handling SLAs are respected

Nice to have:

• Experience of working within a similar support role, ideally within the retail sector
• Specialized know how on Windows, Network, Databases
• Understanding of SQL Database and Linux platforms
• Understanding of how Networks work
• Technical Degree or equivalent studies

Good to know:

• Overtime compensation opportunity
• Multicultural environment - team based in Bucharest, Iasi & Berlin
• Possibility to extend the knowledge in the IT Industry
• Shifts avoid traffic peak hours

We take care of each member of in our team through diverse benefits, including:

• Recognition and rewards proportional to performance
• Attending technical training
• Access to an enormous array of learning resources like different learning platforms (Lynda, Safari Books and other)
• Top-tier medical insurance
• Having a real impact while doing what you love

Job Description created in collaboration with team members & hiring manager.