En Altamira TI seleccionamos 3 Técnicos de Soporte IT, para un interesante proyecto internacional desarrollado en Barcelona. Se exige para el puesto Bilingüe Alemán y Alto nivel de Inglés (por los requerimientos en el modelo de relación, el resto de niveles inferiores serán excluidos). La definición de las funciones y los requisitos del puesto, son los siguientes:
Troubleshooting and resolution of BI IT Infrastructure related incidents / problems escalated by Global Service Desk (1st Level) or other Support Teams (2nd / 3rd Level)
- Documentation of all performed steps in ticket tool according to ITIL definition.
- Creation and tracking of problem tickets.
- Communication with end-user and/or System Responsible.
- Monitor “ticket queue” constantly to identify possible incidents to initiate timely corrective measures.
Subject Matter Expert (SME)
- SME for dedicated topic within IT Infrastructure (e.g. Software Distribution, Mobile Devices, Printer, Unified Communication Services, Collaboration tools).
- Review and analyze tickets to improve the Support Process.
- Creation / Review of corresponding Knowledge Base Entries for Global Service Desk and FAQ for End-Users.
- Working together with System Responsible to create training material for Global Service Desk.
- Perform training session for Global Service Desk or colleagues in the team.
Managed Manual Software Installation (Non-Standard- Software)
- Test new Software packages which are released for Managed Manual Installation.
- Install ordered Software packages according to defined Software Installation plan.
On-Duty task
Triaging Shift: Triaging is the classification and the correct routing of incoming incidents where no knowledge in Global Service Desk or other Support Teams is available.
MANDATORY SKILLS:
Required Experience
- IT oriented education and trainings or several years of professional experience in IT End-User-Support.
- ITIL Foundation skill
Technical Skill
- IT Standard Application e.g. Lync, Outlook, Exchange, SharePoint / Share room, Microsoft Office Suite, Adobe products, Browser, Java, Flash player.
- Operation Systems: Windows 7/10, Android, iOS, Microsoft Software Distribution Tool, Printer Management.
- Remote Access Tools, Citrix, Application Virtualization.
Deutsch: Native
English: Fluent
ADDITIONAL SKILLS (as a plus):
Excellent communication and interpersonal skills with team-oriented attitude
Strong analytical, problem solving, quick comprehension and organizational skills, highly methodical working habits and attention to detail.
Si estás interesado en participar en este proceso, envíanos tu Cv a rh@altamirati.es
Altamira TI 