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Customer Support Desk Engineer (German)
Position: Location: Salary: Type:
Customer Support Desk Engineer (German) UK Wide £200-£220 per day Permanent
We are looking for a Tier 1 Customer Support Desk Engineer, equivalent to the position of a Service Desk Agent for a customer project.
As a Customer Support Desk Engineer you will be the contact to the customer for all incident and problems.
You will work in a team of experienced staff members around the globe to manage all trouble tickets in relation to digital grid services.
Main responsibilities
  • Incident / Problem / Configuration and Knowledge Management
  • Incident and/or Defect investigation and diagnosis
  • Provide progress updates in relation to Incident and/or Defect investigations and diagnosis activities to the Customer
  • Initial assessment and validation of trouble tickets
  • Perform user management activities (e.g. user creation)
  • Perform simple application administrative tasks (e.g. device creation)
  • Confirm the status of transactions
  • Support customer requests (e.g. processing of files)
  • Perform remote meter communication tests
  • Support the customer in monitoring technical operations and performance of basic system parameters, e.g. power outages
  • Liaison with Tier 2 to get trouble tickets resolved within the SLA’s
  • Escalation / Re-prioritization of trouble tickets with the internal service delivery organization based on customers request or triggered by possible SLA violation
  • Provide the customer with regular feedback on trouble ticket status
  • If needed perform remote reconnection and disconnection of electricity consumers
  • Work experience in a service desk / call centre environment
  • Knowledge on IT management
  • Polite and friendly service delivery attitude
  • Eagerness to learn
  • Fluent German / English skills
  • Experience on back-end systems (e.g. oracle, sql, webservers, etc
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Here at SmartTek we really enjoy what we do. We're also firm believers in rewarding our team for their dedication and hard work.

That's why we always incentivise our staff. Throughout the years we've been on some great trips, enjoyed plenty of 'team bonding', and of course, celebrated hard at many a Christmas Party.

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