- Manage incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and a ticketing system.
- Participate in on-call duties.
- Generate, categorize, resolve, and document tickets.
- Serve as a liaison with system specialists and various departments.
- Oversee, monitor, and assign tickets based on SLAs.
- Document solution descriptions and maintain the knowledge database.
- Provide training for new employees.
- Deliver high-quality, customer-focused support to end users and assist with inquiries related to IT applications and systems.
- Handle major incidents and communicate updates to management and relevant departments.
- Perform remote troubleshooting for end users.
Requirements
- Completed training as an IT specialist or relevant professional experience
- High level of service and customer focus
- Proficient in both German and English
- Solid understanding of current PC architectures, hardware, and software technologies
- Familiarity with Active Directory
- Experience using remote desktop tools
- Quality-driven and solution-oriented approach to work
- Ability to collaborate within a team, with strong communication skills and resilience
- Strong emphasis on service and customer orientation, ideally with experience in retail
Benefits
- Step into a significant and demanding position that offers great visibility
- Join the exceptional growth journey of the company, which provides remarkable development and career advancement opportunities
- Acquire knowledge about the defense and automotive sectors
- Take advantage of various professional training sessions and events
- Appreciate our international and flexible work culture, with a main office located in Budapest and the option for up to 100% remote work