What will you do?

Purpose

Independently check, execute, solve (where appropriate), and creates tickets (problem ticket, change management ticket, incident) in order to maintain service to customers according to given quality KPIs and internal processes (INM, CHM, PRM). 2nd level environment.

Key accountabilities

• 2nd level INM support.
• Execute project and other deliverables in order to fulfil KPIs and management requests.
• Smooth and uninterrupted operation of customers’ environment.
• Conformity with the internal work instructions and process guidelines within DTAG.
• Follow the defined escalation standards in case of deviations.
• Investigate the root cause of incidents and initiate actions to improve or correct the situation.
• Participate on regular and/or irregular communication with colleagues in an international environment to ensure operational goals.
• Coordinates the use of internal technical support and vendor support to ensure troubleshooting, maintenance, and an efficient end-user support.
• Create and maintain documentation.
• Train and participate on education of other employees.
• Perform team specific non-technical tasks such as quality/ process/ reporting to support daily operation.

You will succeed if you:

Education

• Secondary education

Experience

• ICT Application Operation & Management - 1

IT Technical Skills

• IT/PC literacy - Advanced
• HW/SW overview - Intermediate
• Core platform knowledge - Intermediate

Soft skills

• Communication
• Analytical thinking
• Team cooperation
• Training and mentoring
• Presentation

Languages

• English – Intermediate (B1)

Other criteria or requirements

• Core platform knowledge:…
• Related platform knowledge: …
• Overview of the ITIL processes.

Possible specialisation (optional for recruitment reasons)

• Participation on on-call duties, independent solving and troubleshooting of incidents and errors within defined expertise.

Why should you choose us?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development *
• Benefits with focus on health and sport *
• Benefits with focus on family and work - life balance
• Other benefits *

For more information about our benefits click to Benefits

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.

Wage (gross)

1 000 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.

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