Вакансія: Service Desk Support Engineer
Нова вакансія: Service Desk Support Engineer
Сфера діяльності компанії: ICT
Service Desk (SD) function as part of Managed Services team on vendor side should perform first level of analysis and troubleshooting of trouble tickets (TT), received from Telecom Operator’s Service Desk SD.
Primary Job Functions
SD (Service Desk) function is intended to provide a Single Point of Contact (“SPOC”) to Telecom Operator’s SD, to handle trouble tickets for problems reported by Telecom Operator’s customers on DBSS 0.6 solution components.
The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management
Perform first level of analysis and troubleshooting, escalate unresolved problems to Level 2, track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
Update TT progress in related systems.
Understanding of ITIL principles
Understanding of SLA (Service level Agreement) concept
Understanding of Telecom Business Support Systems (BSS)
Troubleshooting and analytical skills, ability to “get things done”
Basic Linux skills, scripting
Delivering Results & Meeting Customer Expectations
Following Instructions & Procedures
High level of communication is a must
Knowledge sharing & Collaboration Skills
Calm, responsible, initiative, self-organized, eager to learn
Good written and oral English (upper intermediate)
Education – higher
Experience on similar (IT support) position from – 2 years, experience in operations/services environment
First line/Front Line Support role experience on vendor’s or telecom operator’s side
Knowledge of Windows 7-10, Mac OS X, MS Office 2007-2016
Knowledge of Google Apps, Active Directory, networking, good knowledge of IT hardware
Possibility to build your career, learn and develop together with others in a truly international company
A possibility to shape the future and build the Networked Society
Competitive Ericsson compensations & benefit package