Inginer sisteme Securitate

Employment type: Full-time

Job category: Customer Service

Job industry: Information Technology And Services

Experience level: Associate

Description

• Log or document all customer requests/incidents/ inquires (via all communication channels);
• When needed, create & escalate ticket to 2nd level;
• Act as a SPOC (single point of contact );
• Identify and log correctly the customer contact details;
• Support/forward any technical issues/questions;
• Follow incident management procedure;
• Contribute to knowledge base articles if needed;
• Performs and documents remote support sessions following the procedure;
• Escalate existing/potential complaints to TL’s or OPM;
• Troubleshoot & diagnose all issues;
• End to end ticket tracking and follow up;
• Collect log files & configuration files & data bases;
• Set up and maintain laboratory equipment;
• Is aware of the project KPI’s and contributes in fulfilling them;
• Share knowledge and offer support to other colleagues;
• Back-up for other colleagues when needed;
• Respects all procedures and internal regulations;
• Train colleagues after participating to trainings perform by 2nd level/BU’s outside our location;
• Perform other tasks as assigned by TL’s/OPM/SME.

Qualifications

• Solid knowledge (oral and written) of German/French or English language;
• Networking knowledge or similar experience is a +;
• Fast understanding of technical problems;
• High level of customer and service orientation, communication and  organizational skills;
• Strong awareness of quality, reliability and responsibility;
• Good command of MS Office package;
• Adaptability;
• Analytical thinking;
• Positive attitude;
• Autonomous and proactive behavior;
• The ability to remain calm under pressure or in case of conflict management;
• Customer care oriented;
• Understanding and respecting work instructions;
• Technical background and inclination towards technical solutions is a plus;
• General understanding of the functionalities behind an IoT infrastructure is a plus.