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08.01.2019
★★★★★ Service Desk Engineer with French/ German/ Italian/ Dutch and Spanish, Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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GTT is redefining global communications to serve a cloud-based future, connecting people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. A Fortune Future 50 company, GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services to any location in the world.


The addition of Interoute:

  • Significantly augments scale, expanding GTT’s Tier 1 global IP network with one of Europe’s most extensive fiber footprints;
  • Creates the most comprehensive and competitive global cloud networking platform in the industry;
  • Adds a large base of marquee multinational clients, balanced across geographies and verticals, with very high levels of recurring revenue;
  • Strengthens GTT’s leadership in software-defined wide area networking (SD-WAN); and
  • Enhances GTT’s global team with a world-class sales, operations and customer service organization

Service Desk Engineer with French/ German/ Italian/ Dutch and Spanish

Purpose of Role:

The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.


Job Responsibilities:

  • Logging all relevant incident/service request details, allocating categorization and prioritization codes.
  • Providing first-line investigation and diagnosis using approved tools, systems and procedures.
  • Resolving/fulfilling incidents/service requests that are in scope.
  • Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales, or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
  • Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
  • Keeping customers informed of progress.
  • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
  • Ensure the Configuration Management System (CMS) is maintained/updated.
  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.

Experience Required:


General

  • MS Office – Intermediate.
  • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT).

Experience

  • 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk/1st Line role.
  • 12+ x months in a process driven organization.
  • Experience working in a multi-cultural/international environment (desirable).
  • Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

  • General ICT industry understanding.
  • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Education/Qualifications

  • High School Degree in IT related discipline (advantage).

Languages

  • English – fluent (mandatory).
  • European languages – fluent (IT/ES/DE/FR/NL) (mandatory as required).

Team Work/Player

  • Self-motivated - can work alone and/or as part of a team.
  • Is co-operative, actively participates, and shares information with applicable team/people/customers.
  • Is positive and approachable.

Communicator

  • Good written and verbal communication skills.
  • Confident communicator.
  • Able to summarise and present information adapted to the target audience.
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