• Performing 1st and 2nd line Technical & Operational Support for Datacentre and Hybrid Cloud customers
• Performing all the functions of the ‘Customer Helpdesk’ role working in shifts (24/7) and additionally providing in-depth technical support to customers through network using service/device monitoring and remote repair.
• Demonstrating excellent customer care skills (e.g. owning, driving and communicating)
• Following Service Desk operation procedures, accurately logging all incidents and change tickets
• Managing supplier activities (e.g. driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
• Providing process improvement input wherever possible
• Performing system monitoring, proactive incident management
• Providing proactive jeopardy management
• Home office is available in this role depending on further agreement

What you need to have:

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes while delivering a service
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Taking the responsibility and taking care of the consequences of making a decision
• Ability to find root causes of problems and to focus on their quick and efficient solution

Professional skills:

• Confident Windows and MS Office user
• Understanding of LAN/WAN Technology is an advantage
• Understanding of Data centre and Cloud technologies (AWS, Azure) is an advantage
• IT qualification (MS certified, CCNA, any cloud exam), experience with system monitoring tools (BCM, SCOM, Solarwinds) is an advantage
• ITIL foundation certification is an advantage

Language skills:

• English on a fluent level is a must

What we offer:

• Competitive salary & benefit package
• Wide range of training & learning opportunities
• Long-term career opportunities
• Great, people-focused company culture