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Field Support Specialist with German Language

Deutsche Telekom IT Solutions Slovakia

Information about the position

  • Place of work: Košice, Slovakia (Job with occasional home office)
  • Basic wage component (gross) and other rewards: From 950 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 950/brutto.
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

Preparation and control of optimization measures related to internal processes, reporting and quality of IT within company. Support local infrastructure services. Support establishment and maintenance of internal IT processes within company.

Key accountabilities:
Provision of Level 1 and Level 2 telephone support for end-user applications, IT assets, networks or network devices to internal customers at the expected service level set out, and at a standard exceeding the customers’ expectations.

• Maintains direct contact with the customer/ticket owner, is available to receive and respond within the shortest possible time to calls, as well as tickets/inquiries/incidents.
• Records incoming customer requests – orders or incidents – and creates tickets.
• Thoroughly interviews the customer to diagnose and resolve the issue.
• Monitors the systems, generates a ticket for every customer inquiry.
• Processes the tickets received (e.g. from the help-desk).
• Identifies, diagnoses, categorizes and prioritizes the incident/call/ticket.
• Resolves issues related to applications, operating systems or hardware used by the customer utilizing the knowledge base.
• Resolves problems with networks or network components in the field of telecommunications.
• Changes user settings on the customer’s devices, remotely if necessary.
• Updates customer information and the ticketing system throughout the process, logs the information.
• Follows up the ticket, informs the customer about the status of the ticket.
• Observes the expected service levels set out in contract.
• Closes the ticket.
• Reports to the entity requiring reporting at the requested intervals.
• Not only receives customer calls, but also initiates them.
• Performs troubleshooting and, where needed, re-installs programs and/or the operating system in the customer’s system.
• Assists in the resolution of issues related to customer-specific devices and applications.
• Resolves the majority of issues, and escalates to the next level or local partner only issues requiring special expertise.
• Resolves, at his/her level, most of the requests/tickets/incidents received by him/her.
• Troubleshoot issues related to complex applications and operating systems.
• Monitors customer related tickets.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination

Educational Specialization

Information technologies

Language skills

German - Upper intermediate (B2) and English - Intermediate (B1)

Experience in the position/sector

ICT Application Operation & Management

Number of years of experience

1

Personality requirements and skills

Control and co-ordination tasks involved in the job:
• Task oriented (supervision of others not required)
• Task group oriented (organization of own work, awareness of related activities, supervision of workgroups: set, schedule, monitor and review work of others)
• Homogeneous (integration of related, similar activities with a common purpose, and co-ordination with others external to the work unit, finding compromises)
• Heterogeneous (integration of diverse functions and alignment of diverse objectives, evaluation, priority-setting, decision-making, conflict resolution, optimization of resources)
• Company - wide control (operational or conceptual integration of several unrelated functions with conflicting goals and compelling needs for resources, and which are strategically critical to the achievement of overall business goals)

IT Technical skills:
• IT-knowledge - Basic

Soft skills:
• Communication skills - Advanced
• Customer approach - Intermediate
• ITIL - Basic
• Project management - Basic

Advertiser

Brief description of the company

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in January 2006 under the name T-Systems Slovakia and has been inextricably linked with this region ever since. We proved this the very next year, when we became one of the founding members of Košice IT Valley association.

Over the last decade, we have managed to grow from scratch to being the second largest employer in the eastern part of the country. At the same time, with more than 3,900 employees, we are one of the top fifteen largest employers in Slovakia. Thanks to our highly qualified and motivated employees, we are the company with the fastest growth in added value within the IT industry in Slovakia. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative services.

The company under the brand T-Systems Slovakia s.r.o. has defined its mission as follows: "We give IT meaning".

As part of our strategic activities, we are transforming our company into a modern information and communications technology services provider stepping towards a future based on digital technologies. We implement these steps to move our business from a project-driven model (where we supply the required number of IT experts based on our customer's requirements) to an innovative and product-oriented company model (where we supply and manage products and services during their lifecycle at the customer).

We believe that such a transformation can succeed with the right employees who are constantly developing their skills and thus contributing to the professional image of our brand in the market.

Number of employees

1000 and more employees

Contact

Contact person: Ing. Lucia Gbúrová
E-mail: send CV