Service Desk Agent - English & German (Debrecen) Senior

Nscglobal (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers.

Nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.

Main Purpose:

Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.

Job description:

• Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support or to a local partner.
• Shares knowledge with colleagues.
• Solves most of the received requests/ tickets/ incidents without escalating them.
• Solves more complex problems concerning applications and operation systems as well.
• Takes an active part in the induction of new employees and gives professional guidance to more junior staff.
• Makes proposals for optimizing processes.
• Contributes to compiling trouble-shooting questionnaires, and to extending the knowledge base.

Shifts:

Business hours, night and weekends

Skill description:

• Must have (or be studying towards) any of the below certification:

• Microsoft Certified Professionals (MCP)
• Microsoft Certified System Engineer (MCSE)
• Cisco CCNA, CCA (Citrix Certified Administrator)
• Microsoft Certified Database Administrator (MCDA)
• IT Infrastructure Library (ITIL) foundation

• Be familiar with repair, analysis and measurement tools
• Strong customer- and result-orientation
• Team spirit
• Good interpersonal and communication skills (verbal and written)
• Understanding of easy to handle administrative tasks
• Understanding of IT – Microsoft Windows and MS Office  (Word, Excel, Power Point, Outlook)
• Social competency to handle also hard emotions
• Good ability to handle stress

Language knowledge required:

• Advanced English and German