IT Service Desk Consultant

Nasze wymagania: Requirements: • Good German skills is a must. • Communicative English is a plus. • Willingness to work shifts 24/7 • Cross-team support if required • Initial experience in customer support, telephone & mail, ticket system • Experience in the telecommunications and business customer sector is desirable• • Initial experience with ticket-based systems • Ability to work independently and good teamwork skills • Passion and affinity for troubleshooting • Sense of responsibility, commitment and reliability Mile widziane: Understanding of the different types of fixed network technologies, DSL, VDSL, Ethernet, VPN Desirable, experience with Cisco & OneAccess CPE Zakres obowiązków: IT Service Desk Consultant (German Support) Responsibilities: • 24/7 fault acceptance and processing for large and medium business customers (mail, telephone, ticket) in the Fixed Business Operations area for landline & internet, VPN • Checking & processing of tickets created from the monitoring system • Independent processing & documentation in the ticket system (BMC Remedy) • Troubleshooting the main and back-up connections (FixNet, Mobile) • Comparison of customer reports with the error pattern • Checking the current & historical dial-in data • Cabling check & CPE status (LED) • xDSL port reset • Line measurement • Actively obtain new information and status (customer information, verify error patterns, status inquiries with supplier/vendor) • Formulate and document a clear diagnosis as a basis for further troubleshooting • Carry out further troubleshooting steps based on the diagnosis • If necessary, supplier assignment based on the diagnosis (line carrier, CPE service, vendor) • Active involvement of the 2nd level (Advanced Troubleshooting, Voice & IP) for more complex fault patterns • Acceptance and processing of customer escalations Oferujemy: We offer: • Comprehensive training • Home office • Internal promotion and further development opportunities • Committed and helpful team • Flexible working hours • Varied activities • Private Insurance • Multisport card