Engineer, Service Desk - Barcelona

Descripción de la Oferta
Perfil del Candidato:
Experience / Qualifications

Must have:

* Knowledge of different technology areas and is developing technical skills under the guidance of technical lead engineers
* Systems support or system management experience;
* Excellent phone and communication (written and oral) skills
* Customer and service oriented
* Committed to providing quality service & results, ready to make a positive difference
* Proactive and stress resistant
* Ability to quickly learn technical information
* Ability to take decisions quickly and efficiently
* Team Spirit
* Availability to work in shift
* Spanish and English on a fluent level

Good to have:

* Good knowledge in at least 2 of these environments: Windows 2003 Server, Windows Server 2008, Active Directory/DNS/DHCP, IIS5.0 & 6.0, ISA Server, VMWare Infrastructure, BLACKBERRY, Microsoft Exchange and/or Unix: Solaris, Linux, Redhat, VMWare Infrastructure, Sun Storage, Network: router, firewalls
* Formal IT qualification , MCP, MCSE, CCNA
* Computer science degree or equivalent
Helpdesk - Soporte Técnico - Técnico Software
Barcelona - España
Datos del Puesto:
Role Purpose

Supports the Technical Services and Support function under the guidance of technical lead engineers

Key Accountabilities

* A Service Desk engineer will work in a centralised 24x7 technical support team based in Barcelona whose responsibility is:
* First level technical support services to customer solutions.
monitor and manage customer solutions, located across multiple Data centres in Europe.
* Proactively and effectively responding to alarms generated either by the configured system tools or directly from the customer.
* Using the knowledge of the customers solutions, detailed technical knowledge and appropriate procedures to resolve faults within SLA.
* Monitors, tracks and reviews the progress of an incident and request, keeping the customer informed
* Provides resolution for incidents and requests
* Accountable of customer communication
* Manages and owns incidents via telephone, e-mail, web reporting or Managed IT or network monitoring tools
* Documents, records and updates incident details
* Ensures that the queue status remains minimal
* Updates and maintains knowledge management database and customer documentation
* Report to Team Leader any critical issue related to customer issues
* Maintain contact with Customers according to priority and SLA
Formación Mínima:
2 años
Nivel Profesional:
Tipo contrato:
Jornada completa

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Información del Proceso
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Actualización: 09/08/2016
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