Negli ultimi mesi abbiamo iniziato una collaborazione con un’agenzia di recruitment internazionale che ha aiutato molto dei nostri utenti a trovare lavoro all’estero. Siamo molto contenti di questi risultati. L’agenzia oggi ci propone una nuova offerta di lavoro che è anche un’opportunità per chi cerca un buon lavoro urgentemente. Leggiamo insieme in cosa consiste.

Opportunità per chi cerca un buon lavoro urgentemente

Visto che fra i vari requisiti richiesti c’è anche la buona conoscenza della lingua inglese, l’agenzia ci ha chiesto di pubblicare l’annuncio in lingua originale.

This is a position for Service Desk Engineer with Italian

Responsibilities

· Logging all relevant incident/service request details, allocating categorization and prioritization codes.

· Providing first-line investigation and diagnosis using approved tools, systems and procedures.

· Resolving/fulfilling incidents/service requests that are in scope

· Technical Escalations – escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales, or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non- Assurance functions.

· Engaging and arranging external technical support where hands and eyes support are required on-site.

· Following-up with external technical support organisations including 3rd parties until incident/request resolution/fulfilment.

· Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).

· Keeping customers informed of progress.

· Owning incidents/requests from ticket creation to resolution/fulfilment/closure.

· Closing all resolved/fulfilled incidents/requests and other queries.

· Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

· Ensure the Configuration Management System (CMS) is maintained/updated.

· Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.

· Ensure communication at all times is clear, concise, meaningful, professional and efficient.

· Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.

· Identify need for Problem Management for reoccurring Incidents/Events.

· Understanding of and familiarity with Customers’ services and solutions.

· Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).

· Actively participate as required in meetings (customer, 3rd party, internal).

· Conducting customer satisfaction call backs/surveys as agreed.

· Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’.

· Act as delegate for ‘Service Desk Engineer – Senior’.

· Act as technical escalation gate for ‘Service Desk Engineer – Junior’.

· Higher First Line Fix/Right First Time than ‘Service Desk Engineer – Junior’.

Requirements

· MS Office – Intermediate (must).

· Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

· 1 year experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).

· 1 year in a process driven organization (must).

· Experience working in a multi-cultural/international environment (desirable).

· Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

· General ICT industry understanding (must).

· Awareness and understanding of process framework(s)

· ITIL Foundation/ITIL Operations (desirable).

· High School Degree in IT related discipline (must).

· BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).

· CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).

· Awareness/understanding of optical technologies (desirable).

· Understanding of Cisco/Juniper hardware/software – routers/switches.

· Awareness/understanding of Unified Conferencing products (video, Skype for Business) (desirable).

· Awareness/understanding of of Hosting and Security products (desirable).

· CE/CPE role understanding (desirable).

· Knowledge and understanding of TCP/IP (OSI) model and routing protocols (must).

· Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs (must).

· Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues (must).

· Knowledge and understanding of different types of common WAN connections (must).

· English – fluent (mandatory)

· Italian / German or Spanish

Location: Prague

Languages: English + Italian

Salary: 35.000 CZK Gross Per Month

This is a Monday to Friday position. Working hours 9.00am to 17,45pm.

This is a B2B company, all candidates need to have a technical background or education.

Siete interessati e vi volete candidare? Allora compilate il form che trovate in fondo a questa pagina. Il Curriculum Vitea è richiesto in lingua inglese. Non avete il CV inglese? Nessuna paura, potete farvi aiutare dagli esperti che collaborano col nostro sito. Inviateci il vostro CV italiano all’indirizzo email admin@viviallestero.com con oggetto “Preventivo CV inglese” e riceverete un preventivo economico e senza impegno.

OFFERTA SCADUTA

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NB: Viviallestero.com non si ritiene in nessun modo responsabile per le offerte di lavoro che vengono pubblicate su questo sito ed i vari social networks. Viviallestero.com è totalmente estraneo a tutte le fasi di selezione del personale le quali vengono effettuate direttamente dall’agenzia di recruitment o dal datore di lavoro che ci invia l’annuncio.