Ideal Candidate
Required Skills:
- Experience of SD/Customer Support
- Proactive and open communication
- Office 365 Troubleshooting
- Windows Client (10)
- Understanding of Active Directory
- Understanding of Azure AD
- Understanding of Group Policies
- Basic Network Management Knowledge
Job Description
Tasks and Responsibilities:
- manages IT calls and incidents, including identification, documentation, categorization, prioritization, and initial support based on the procedures provided to guaranty the service quality towards the Customer.
- provides support to the end/users by phone and remote support tools
- ensures the analysis and provides first line support incl. problem identification and implementation of a solution or workaround for the problems and requests of the end users
- registers the calls and incidents in a defined standard platform (ITSM tool)
- is responsible for the correct categorization and prioritization of incoming calls
- involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined ITSM tool to the appropriate support group.
- executes Service Requests (e.g., password resets)
- Communicates and escalates problems on functional (n-level support) or hierarchical (superior officer) level
- continuously documents the work he has done, updates continuously the knowledge database
- communicates and solves, if possible, complaints and escalations
- communicates with all departments on demand and relays information correctly, completely and in time
- complies with the internal regulations and work procedures of the company and the customer.
Company Description
~~The VALEO IT Group is present in the IT industry for more than 10 years. With competency, efficiency and flexibility VALEO IT group evolved from a regional IT service provider acting in Germany to a European presence in IT. Focused on high available datacenter solutions, virtualization concepts and high-quality IT services we are providing individual and cost reducing solutions based on our customer demands. We are an experienced and successful outsourcing partner in the areas IT Service Desk and IT Infrastructure Support. Today the VALEO IT Group has more than 70 employees.
