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IT Service Desk Engineer (German)

Job Description

We have a spectacular opportunity in one of the loveliest cities of Europe. Prague in Czech Republic is ready to welcome you in it’s greatest fashion. If you speak fluent German and have experience in IT this might be a chance you just cannot miss.

The Company

Our client is a leading company in the market of cloud based services. It is an international company with offices in 21 countries. It provides a network which connects 195 data centres across 29 countries and 126 major cities. The company consists of the most talented specialists from all over the world and creates the best conditions for professional growth.

The Job

The main Service Desk Engineer’s role is to provide a 1st line technical support to company’s customers. A specialist at this position will work with many different Information and Communications Technology (ICT) products and services as well as analyse, diagnose and resolve customer’s incidents or requests.
 

  • Manage incidents through all the process: from creation to resolution
  • Escalate service requests to the other teams of technicians or 3rd Parties if necessary
  • Constantly follow up with customers and other technical support organizations
  • Maintain updates of Configuration Management System (CMS)
  • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics)
  • Ensure exceptional customer service skills during every interaction with customers and other technical teams
  • Provide feedback and ideas of improvement possibilities to the management
  • Assure professional, efficient and meaningful communication

The Profile

  • Native German and excellent level in English
  • Min. 1 year of experience in Help Desk or IT Service Desk
  • Min.  1 year of experience in a process driven organization
  • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress);
  • General ICT industry understanding
  • Intermediate knowledge of MS Office
  • CCENT knowledge, Network+ or equivalent
  • Knowledge and understanding of TCP/IP (OSI) model and routing protocols
  • Understanding the basics of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs
  • Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues
  • Understanding of different types of common WAN connections
  • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT)
  • Holding a certificate of ITIL or CCNA will be considered as a plus

The Offer

  • A competitive salary above the local average with permanent contract
  • An international company with multicultural environment (17 nationalities)
  • Training and full preparation for the role provided
  • Working hours from 9:00 to 17:45
  • The office located in the neighbourhood of Prague with perfect transportation services with the city centre
  • Start date: asap


Reference: ITP01

Ref: ITP01

Location

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