Centralized Technical Support - 2nd level support - German and English Language

Job ID GPSD-0611347 Job type Full-time Regular Work country Czech Republic Position type Professional Work city Brno Posted 09-Oct-2013 Travel No travel Job area Operations (all other) Business group Global Process Services Delivery Job category Product Services Business unit GlobalOps Job role Technical Support Representative Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

- Technical Support Representative with German and English language - position is for 2nd Level of Support (Remote Resolution team) technical troubleshooting skills requiredCentralized technical support level 2 is 2nd level support for end customer desktops. Generally, CTS agent tasks include breakfix/solving problems on general BCE platform like Lotus Notes, Printers, VPN. The main objective is to minimize ticket volume coming to onside 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 • French+English Fluent • 12 months of CSC experience or equivalent • Lotus Notes Advanced + Troubleshooting • MS Windows 7 and Server 2007 Basic + Advanced • SCCM 2007+ RTO & SW mgmt knowledge • Active Directory and Policy knowledge • Basic network infrastructure knowledge • Microsoft Office 2007+ knowledge • Anti Virus products knowledge • ITIL Knowledge if possible LI-KS1 LI-JS2 Required • Bachelor's Degree • At least 1 year experience in CTS representative • At least 1 year experience in Windows • At least 1 year experience in Lotus Notes • English: Intermediate • French: 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 • English : Fluent Additional information We would like to kindly ask you, for smoother processing of your application, to state in "Additional remarks" field earliest possible date you can join IBM Delivery Centre CE Brno site. Please be aware we work in 24/7 shift environment (including nights, weekends and holidays). 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.

Required High School Diploma/GED At least 1 year experience in Technical Support Representative At least 1 year experience in Windows English: Intermediate German: Intermediate

Preferred At least 2 years experience in Technical Support Representative At least 2 years experience in Windows English : Fluent German : Fluent

Additional information We would like to kindly ask you, for smoother processing of your application, to state in "Additional remarks" field earliest possible date you can join IBM Delivery Centre CE Brno site. Please be aware we work in 24/7 shift environment (including nights, weekends and holidays).

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.