Service Desk Support Engineer

13 April 2016

Place: KTW (PL), Bystrice pod Hostynem, Prague (CZ)


Responsibilities:

  • Responding to service requests, which can include:
  • Incidents impacting normal production operation
  • Validation of proposed changes
  • Requests for training
  • Queries on product functionality/operations
  • Accurately and promptly entering Service Requests & Incident details into the Service Desk System
  • Investigating the cause and resolution of incidents
  • Establishing appropriate operational workarounds to return clients to production status
  • Providing appropriate progress updates to clients in line with our contracted Service Level Agreements and specific commitments made with clients
  • Escalating incidents technically and to management as required, prior to SLA’s being breached
  • Adherence to all published applicable company policies and procedures
  • Completion of all published applicable company technical training material
  • Participation in the Support shift rota, which will include some evening and weekend work
  • Traveling to client locations, nationally and internationally, as needed, during the course of provision of technical support, is also a requirement.

Requirements:

  • Technical working understanding of PC & server hardware architecture and Linux/Windows OS functionality to an administration level
  • A working knowledge of MySQL database structure and queries
  • Solid and well developed customer care skills
  • Technical working knowledge of one or more Enterprise Workforce Management software packages
  • An awareness of telecommunications and networking architecture
  • An awareness of Call Centre operations
  • Excellent verbal and written communication skills (English)

Our offer:

  • Attractive salary
  • Continuous professional development
  • Possibility to work with the latest technologies
  • Stable work among professionals
  • Good atmosphere at work
  • Extra benefits
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