2nd level Technical Support with German - Consultant (f/m/d) - Cluj-Napoca

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2nd level Technical Support with German - Consultant (f/m/d)
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

Tasks
Tasks

Take-over requests via all defined communication channels (e-mail and ticket tools) respecting the defined SLAs

Record the messages from
- mails in the corresponding ticket tools

Reproduce the error on Production/Test environment

Open incidents for development team when necessary, and track the resolution status

Monitor and track the incoming incidents

Log file analysis

Ticket alerting to representative/ service delivery manager when SLA is exceeded

Handle the dispatching or escalation of complex requests to 3rd level support after technical analysis (Jira)

Inform all stakeholders about
- critical relevant topics and events (also by phone)

Define and document support processes

Participate at the
- call duty

Qualifications
Qualifications

Previous relevant work experience

Data
Base knowhow – SQL, Jira, general knowledge of ITIL processes, ITSM

Analytical thinking, focus on
- solving, teamwork

Things to know before departure:

Start: by arrangement - always on the 1st and th of the month

Working hours: full-time ( h); vacation days

Employment contract: Unlimited

Line of work: Consulting

Language skills: Proficiency in both written and spoken English; Advanced German is required.

Flexibility & willingness to travel

Other: a valid work permit

Detalii privind locul de muncă:

Firma:	MHP - A Porsche Company
Localiția:	Cluj-Napoca Cluj-Napoca, Cluj County, Romania
Adăugat:	24. 10. 2024 Postul de muncă activ

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2nd level Technical Support with German - Consultant (f/m/d) Cluj-Napoca