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Employers

Spanish Speaking B2B Technical Support, Prague

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Location:

Prague, Czech Republic 

Job Category:

Information Technology, Telecommunication

Salary:

- per year

EU work permit required:

Yes
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Job Reference:

39494

Job Views:

106

Posted:

19.09.2017

Expiry Date:

24.10.2017
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Job Description:

Team Description & Purpose of Role
 
The Service Desk is responsible for dealing with a variety of service events, often made via telephone calls, emails, web interface, chat, or automatically reported infrastructure events.
The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements.
 
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.
  • 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.
  • Ensure the Configuration Management System (CMS) is maintained/updated.
  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
  • 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).
  • Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’.
 

 

Job Requirements:

Requirements
  • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT)
  • 1 year experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
  • Experience working in a multi-cultural/international environment
  •  Experience in fault diagnosis/troubleshooting and fulfilling requests
  • 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)
  • CCENT knowledge, Network+ or equivalent (complete or in-progress)
  • 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
  • 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
  • Knowledge and understanding of different types of common WAN connections
  • English – fluent (mandatory)
  • Italian / German or Spanish
 
Personality
  • Honest, professional, disciplined, adaptable, quick learner, cost conscious,
  • Team Work/Player, Self-motivated - can work alone and/or as part of a team,
  • Feels empowered to make the right choice(s) and decision(s), co-operative, actively participates, and shares information with applicable team/people/customers, positive and approachable,
  • Identifies and shares areas for improvement(s), Invites and promotes ideas, Embraces and drives change
  • Can prioritise tasks and accept responsibility for decisions and results,
  • Good written and verbal communication skills, Confident communicator,
  • Able to converse with people from all levels within the company and customer/3rd party organisations,
  • Uses tact, diplomacy and creativity to overcome conflicts.
Company Info
SpotOn Connections

Cascais, Lisboa, Portugal
Phone:
Web Site: Spotonconnections.com
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Company Profile


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