Overview

Job description

RESPONSIBILITIES:

• First point of contact for incidents and service requests logged by the end users
• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
• 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
• Prioritize requests and incidents based on impact and urgency by selecting severity level
• Escalate and coordinate unresolved tickets with the relevant technical teams located globally
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Creating and updating support documentation and Knowledge base articles to assist other support staff and end users

Requirements

EQUIREMENTS:

• Excellent Written and verbal communication skills in English and German OR Finnish – at least level B2
• Excellent organizational skills
• Strong Active listening skills.
• Prior IT support experience – Managing incidents including business expectations and communication
• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies
• Knowledge/experience with enterprise IT infrastructure will be an added advantage
• Knowledge of ITIL or similar IT Service management framework is an added advantage

We offer

WE OFFER:

• Permanent contract
• Performance bonus
• Meal vouchers
• Bike Friendly Enviroment
• Language courses
• Competitive salary
• 5th week of leave
• Option to work from home
• Modern offices in the center of Brno, 2nd largest city of Czech Republic
• Initial Accommodation – 2 weeks accommodation provided by the company on joining
• Training opportunities – Professional training provided by experts for eligible employees – Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.

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