Beschreibung
Job Description:• Deep knowledge of various IT Infrastructure technologies
o network components such as router, switch, WLAN access
o telephone infrastructure, such as Voice Gateways, analogue connectivity, etc.
o DICT equipment, such as pc, laptop, fax, screens, (multifunction) printers, peripherals
• Deep knowledge of various IT Software technologies
o Server & Client OS W2K8 / W2K12, WINDOWS 7/10
o Windows OS standard and administration tools and interfaces
o OS near application (e.g. driver, MS Office)
• several years of professional experience as Windows OS administrator in complex banking IT environments
• Assertiveness in dealing with customer support situations
• Ability to communicate with clients and to transfer complex IT context
• ITIL process know how and experience
• Familiar with used support tools HP Service Manager and Remedy
Task
• Manage all incoming related incidents from the customer which has been forwarded by 1st level Contact Center to 2nd level Center DE
• Analyze incident root cause & propose solutions in a customized Windows client environment
• Involve other down-streamed support units for solution design
• Process customer change requests
• Manage the communication with customer during incident processing
• Cross country collaboration with other Operating Centers
• Familiar with used support tools HP Service Manager and Remedy
• Deep knowledge of various IT Infrastructure technologies
o network components such as router, switch, WLAN access
o telephone infrastructure, such as Voice Gateways, analogue connectivity, etc.
o DICT equipment, such as pc, laptop, fax, screens, (multifunction) printers, peripherals
• Deep knowledge of various IT Software technologies
o Server & Client OS W2K8 / W2K12, WINDOWS 7/10
o Windows OS standard and administration tools and interfaces
o OS near application (e.g. driver, MS Office)
• several years of professional experience as Windows OS administrator in complex banking IT environments
• Assertiveness in dealing with customer support situations
• Ability to communicate with clients and to transfer complex IT context
• ITIL process know how and experience
• Familiar with used support tools HP Service Manager and Remedy
Task
• Manage all incoming related incidents from the customer which has been forwarded by 1st level Contact Center to 2nd level Center DE
• Analyze incident root cause & propose solutions in a customized Windows client environment
• Involve other down-streamed support units for solution design
• Process customer change requests
• Manage the communication with customer during incident processing
• Cross country collaboration with other Operating Centers
• Familiar with used support tools HP Service Manager and Remedy
Working hours: Monday to Friday from 07:00 till 19:00
Very good German language skills are mandatory due to communication
Good English language skills
Degree in computer science or equivalent knowledge.
Language requirements-
English & German
Location:City and Country-
Munich, Germany