Service Desk Support Engineer
- Global leader in ICT services and solutions
- Service Desk (SD) function as part of Managed Services team on vendor side should perform first level of analysis and troubleshooting of trouble tickets (TT), received from Telecom Operator’s Service Desk SD.
Primary Job Functions:
- SD (Service Desk) function is intended to provide a Single Point of Contact ("SPOC") to Telecom Operator’s SD, to handle trouble tickets for problems reported by Telecom Operator’s customers on DBSS 0.6 solution components.
- The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
- Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management
- Perform first level of analysis and troubleshooting, escalate unresolved problems to Level 2, track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
- Update TT progress in related systems.
- Understanding of ITIL principles
- Understanding of SLA (Service level Agreement) concept
- Understanding of Telecom Business Support Systems (BSS)
- Troubleshooting and analytical skills, ability to “get things done”
- Basic Linux skills, scripting
- Delivering Results & Meeting Customer Expectations
- Following Instructions & Procedures
- High level of communication is a must
- Knowledge sharing & Collaboration Skills
- Calm, responsible, initiative, self-organized, eager to learn
- Good written and oral English (upper intermediate)
Education & Experience:
- Education — higher
- Experience on similar (IT support) position from — 2 years, experience in operations/services environment
- First line/Front Line Support role experience on vendor’s or telecom operator’s side
- Knowledge of Windows 7-10, Mac OS X, MS Office 2007-2016
- Knowledge of Google Apps, Active Directory, networking, good knowledge of IT hardware
- Possibility to build your career in a truly international company
- A possibility to shape the future and build the Networked Society
- Competitive salary and benefit package