Technical Support Professional: AMS German

Job description

IT Service Desk Technician is an IT professional who provides technical assistance on computer systems and serves as the first contact for users who need technical assistance over the phone or email.
The IT Service Desk is intended to be a primary point of engagement and the single point of contact (SPOC) between users and an IT organization. A typical service desk manages incidents (service disruptions) and service requests (routine service-related tasks).

Some responsibilities include:

· Responsible for answering the calls and processing the emails from users
· Restoring the "normal service operation" as quickly as possible in the case of disruption
· Take steps to improve user awareness about ongoing IT issues and to promote the appropriate use of IT services, components, and resources
· Represents the single point of contact (SPOC) for authorized users
· Responsible for all SLAs in Service Desk
· Participation in all project-planned appointments
· Redirect application incidents that require further Level 2 and Level 3 support to the client or another applicable 3rd party provider
· Maintain and update 1st and 2nd level support instructions for the applications
· Follow internal procedures and processes

Requirements:

· Bachelor's Degree
· Previous experience in application support
· Technical background (studies in Computer Science – nice to have)
· Experience in 1st level support with german language(B2, C1) and/or call center (inbound & outbound projects)
· Strong interpersonal and communication skills (to be able to communicate in such a manner that is understandable to the end customer)
· Very good teamwork skills
· Logical thinker and good problem-solving skills
· English: Fluent
· German: Fluent

Auto req ID

300591BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Professional
State / Province

BRASOV
Primary job category

Software Development & Support
Company

(0112) IBM Romania Srl
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 50% or 3 days a week (home on weekends - based on project requirements)
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

BRASOV
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  Previous experience in networking support or application support (1 st and 2 nd level analysis)
·  DB knowledge: SQL/Oracle
·  English: Fluent
·  German: Medium
Country/Region

Romania
Preferred Technical and Professional Experience

·  Experience in technical support required.
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

·  English language - advanced
·  German: Medium
Position Type

Early Professional
Early Professional Track

Technical Services and Solutions (GBS ONLY)
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

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Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.