First Level IT Support/Turkish speaking

Working environment: Budapest

Position, objectives:

• Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases.
• Conducting request classification, attempting fulfilment and involving other resolver teams as appropriate.
• Creating a permanent control records - via updates to the trouble ticket - used as the basis for escalation, tracking, dispatching and follow-up actions.
• Achieving first-touch resolution (FTR) and fulfilling requests when possible or notifying and transferring problems to the appropriate internal or vendor revolver groups.
• Establishing reasonable expectations with the internal business customer during the initial call through priority identification and follow-up and escalation timeframes with the internal business customer.
• Assigning severity/priority coding for open problems.
  Conducting follow-up calls with both internal resolver groups and internal business customers to ensure timely problem resolution.
• Participating in the monitoring of systems supporting top 8 end user products by intercepting alerts from all relevant monitoring groups and ensuring proactive communication with end-users.

Requirements:

• Upper intermediate level of English and nativ Turkish speaker.

• Excellent customer service orientation, interpersonal skills and high level of initiative are a must.

• Develop strong and supportive working relationships with disparate functional groups.

• Work in an operation centre like environment with other peers.

• Problem Solving/Trouble Shooting

• Excellent communication and Teamwork skills

• Advantage:
• Proven commercial Support Experience within a large corporate environment, ideally in a remote environment.
  Experience in supporting desktops, Laptops, servers and Networking.
• Working Knowledge of Windows Operating Systems
• Knowledge of MS Office suite (2000 and above)
• Knowledge of MS Outlook
• Good understanding of LAN/WAN technology a plus
• General knowledge of hardware/software concepts
  Knowledge of Internet, Electronic Mail helpful
• Remote Access and Blackberry Level 1 support experience helpful
• General telecommunication knowledge is preferred, additional Cisco and/or Avaya is an advantage