Acest anunț a expirat și nu este disponibil pentru aplicare
STEFANINI ROMANIA SRL
Level 2 support engineer
Role
We are looking for a Support Engineer who will be responsible for handling incidents according to the Incident Process and is a part of Customer Service. The candidate must good excellent communication, customer and interpersonal skills.
Job Responsibilities
Look at your responsibilities:
- Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
- Give feedback to customers on incidents;
- Retrieve all necessary information for further investigations;
- Shall be able to resolve all standard types of incidents;
- Always be able to start an investigation of a previously unknown before escalating incident further;
- Update knowledgebase with relevant information;
- Actively participate in internal educations;
- Report discovered deviations in process execution to management.
Required competence, experience and education
About your activity and responsibility:
- Work according to the client ITIL process for Incidents;
- Resolve incidents within SLA;
- Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
- Prioritize incidents according to ITIL model;
- Escalate incidents to Incident Analyst when necessary;
- Give feedback to customers on incidents;
- Categorize and connect incidents to existing problems as a part of the continuous improvement of the product;
- Retrieve all necessary information for further investigations;
- Shall be able to resolve all standard types of incidents;
- Always be able to start an investigation of a previously unknown before escalating incident further;
- Update knowledge base with relevant information;
- Assign incidents correctly to 3rd party organizations where that is included in customers service agreement;
- Actively participate in internal educations;
- Participate in CSI work for improving the service delivery;
- Report discovered deviations in process execution to management;
- Notify the superiors when further instructions or educations are needed.
Technical skills & nice to have:
- Database knowledge, primarily MySQL and MSSQL with focus on data manipulation;
- Broad knowledge about computer hardware and peripheral units;
- Computer network knowledge;
- Operating systems (Windows, Linux);
- Understand programming (Java preferred);
- ITIL;
- Necessary retail skills;
- University education in Information Technology, Computer Science or equivalent;
- Fluent in English, both written and spoken;
- Swedish language – nice to have.