Állásajánlataink - First Level IT Support Spanish speaking [MC-011904]



Working environment (locale, IT environment, etc.)
  • For our multinational client who is a global corporate services group, we are looking for candidates.
  • Budapest
Position, objectives
  • Acknowledging receipt of incidents, queries and requests via Virtual Tech, telephone.
  • Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases.
  • Conducting request classification, attempting fulfilment and involving other resolver teams as appropriate.
  • Creating a permanent control records – via updates to the trouble ticket – used as the basis for escalation, tracking, dispatching and follow-up actions.
  • Achieving first-touch resolution (FTR) and fulfilling requests when possible or notifying and transferring problems to the appropriate internal or vendor revolver groups.
  • Establishing reasonable expectations with the internal business customer during the initial call through priority identification and follow-up and escalation timeframes with the internal business customer.
  • Assigning severity/priority coding for open problems.
  • Conducting follow-up calls with both internal resolver groups and internal business customers to ensure timely problem resolution.
  • Participating in the monitoring of systems supporting top 8 end user products by intercepting alerts from all relevant monitoring groups and ensuring proactive communication with end-users.
Requirements
  • Fluent level of Spanish and minimum intermediate level of English speaker.
  • Proven commercial Support Experience within a large corporate environment, ideally in a remote environment.
  • Excellent cust
  • Customer service orientation, interpersonal skills and high level of initiative are a must.
  • Develop strong and supportive working relationships with disparate functional groups.
  • Problem Solving/Trouble Shooting
  • Excellent communication and Teamwork skills
Advantage
  • Experience in supporting desktops, Laptops, servers and Networking.
  • Working Knowledge of Windows Operating Systems
  • Knowledge of MS Office suite (2000 and above)
  • Knowledge of MS Outlook
  • Good understanding of LAN/WAN technology a plus
  • General knowledge of hardware/software concepts
  • Knowledge of Internet, Electronic Mail helpful
  • General telecommunication knowledge is preferred, additional Cisco and/or Avaya is an advantage
  • Work in an operation centre like environment with other peers.
We Offer
  • Good team
  • Multinational environment
  • Carreer opportunities