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
Requirements
- 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
