Service Desk Engineer (German Speaking) - Connectivity Technology

Competitive | Prague 13 | Permanent
Posted 5 months ago

Service Desk Engineer (German Speaking) / Prague

Our client is a major international connectivity and networks company with large complex networks and a global cloud services platform. We are currently looking for a number of positions in the service desk unit.

The Service Desk unit are responsible for dealing with a variety of service events by acting as a point of contact for German speaking customers and looking to resolve most issues as a 1st line fix.

The Service Desk Engineer will provide first line technical support to customers.

Job Responsibilities

• Logging incident/service request details
• Providing first-line investigation and diagnosis
• Resolving/fulfilling incidents/service requests where possible
• Escalating incidents/service requests where appropriate
• Engaging with field engineers to support resolution activities
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Communication with customers
• Configuration Management System maintenance
• Provide exceptional customer service by taking ownership, recommending improvements and understanding customers’ services and solutions.
• Participate as required in meetings
• Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’ and act as resolution/escalation point where appropriate
• Administration

What we would like to see from candidates

• English language – fluent (mandatory)
• German language – fluent (mandatory
• 12 x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).
• Knowledge and understanding of TCP/IP (OSI) model and routing protocols
• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs
• WAN connections knowledge
• Experience with Cisco/Juniper Routers, Switches and OS on CLI using show commands to troubleshoot issues
• Knowledge of Optical Technologies, Unified Communication products (Skype for Biz), Hosting and Security are highly desirable


• BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
• CCENT knowledge, Network or equivalent (complete or in-progress) (must).

For more information about this role, please contact:

Stuart Quilliam
01442 509 050

See Stuart Quilliam's jobs
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