Purpose of the job • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users • Route problems to internal I.M. support staff • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution • Administer and provide User Access and Exit controls • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's Knowledge, skills & experience • Very good German & good English (min B2) • Education – any formal background will be considered • Analytical and systematic problem solving skills required • Technical helpdesk or technical call center experience • Candidates without support experience can also apply • Technical & customer specific training will be provided following for unexperienced candidates The following will be considered as an advantage: • Help desk, customer service, and support experience with problem solving involving hardware, software, and networks • Phone support experience • Windows Operating systems • Clients: Windows8, Windows 10 • Servers: Windows 2008, Windows 2003 • Remote desktop connectivity applications (Bomgar, TeamViewer, LiveMeeting) • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook • Office 365 • Share Point • Internet browsers (e.g. Explorer, Chrome, Firefox) • Anti-virus and firewall software • PC Hardware knowledge • Desktop • Laptop • Peripheral devices (printers, scanners)
Bulgaria