Centralized Technical Support (2nd level support) with German and English Language Skills_IBM Delivery Centre Poland in Wroclaw

Job ID ITD-0387657 Job type Full-time Regular Work country Poland Position type Entry level Work city Wroclaw Posted 10-Oct-2013 Travel 10% travel annually Job area IT & Telecommunications (non consulting) Business group Integrated Technology Delivery Job category IT Specialist Business unit End User Spt Job role General Other IT Specialist Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

Centralized technical support level 2 is 2nd level support for end customer desktops. Generally, CTS agent tasks include break fix/solving problems on general platform like Lotus Notes, Printers, VPN. The main objective is to minimize ticket volume coming to onsite support. List of relevant tasks: • Monitoring Problem Management system for ticket progress (only CTS Tickets) • Track and handle CTS problem management queue • Perform problem diagnosis by dialogue with end-user • Provide basic “on-the-job” training to end-users • Performing software Break / Fix activities • Perform remote take-over to solve problem • Update ticket status on regular basis • Forward unsolved problem ticket to relevant resolver group (only CTS Tickets) • Provide guidance to DCS for onsite interventions • Using the correct call closure and activity action codes • Closing tickets with user agreement (only when in contact with user) • Document additional resolution scripted procedures for CSC • Update knowledge base documentation • Identify problem candidates for automation Requirements: • Self supporting • Enthusiasm for work, industry, application • Customer service orientated • Social skills • Capacity for team work • Verbal expression skills • Writing skills • Initiative • Sense of responsibility • Pro-active • German and English Fluent • 12 months of CSC experience or equivalent • Lotus Notes Advanced and Troubleshooting • MS Windows 7 and Server 2008 Basic and Advanced • SCCM 2007+ Remote Take Over & SW mgmt knowledge • Active Directory and Policy knowledge • Basic network infrastructure knowledge • Microsoft Office 2007+ knowledge • Anti Virus products knowledge • ITIL Knowledge if possible Required: At least 1 year experience in CTS representative At least 1 year experience in Windows At least 1 year experience in Lotus Notes English: Fluent German: Fluent Preferred: Master's Degree At least 2 years experience in CTS representative At least 2 years experience in Windows At least 2 years experience in Lotus Notes Microsoft Certification (i.e. MCSA)

Required Bachelor's Degree English: Fluent

Preferred Master's Degree in Information Technology

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.