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Unisys is a global information technology company that works with many of the world's largest companies and government organizations to solve their most pressing IT and business challenges.  With more than 20,000 employees serving clients around the world, Unisys offerings include cloud and infrastructure services, application services, security solutions, and high-end server technology. 

Russian Speaking 2nd Level Service Desk Agent (With Language Bonus Eligibility)

Role Purpose:

    The responsibilities of our 2nd level support are, but not limited to, working closely with Service Desk operations facilitating them to structure support information and expand knowledge. They are the focal points for tasks requiring high technical knowledge and work together with supervisors and Team Leaders/Subject Matter Experts to define improvement possibilities of the service provided to the customers.

Key Responsibilities/Outcomes:

  • Windows 7/8, OS configuration, administration and troubleshooting
  • Microsoft Active Directory, users and objects administration
  • Client software installation, configuration and troubleshooting - TCP/IP (client to gateway) configuration and troubleshooting
  • Review support documentation and recommend changes and additional information
  • In case of a technical escalation provide support to agents and Team Leaders/Subject Matter Experts
  • Handle calls and assume call responsibility when required and ensure entry of appropriate information in our call tracking software
  • Be responsible for second level/advanced technical support for telephone agents
  • Perform required troubleshooting both on all warm transfer and outbound calls and direct escalation on calls which are outside the 1stlevel agent’s technical abilities or support boundaries
  • Provide technical trainings to the agents
  • Monitor and handle all incidents referred to 2nd level queue in SLA (SLA defined by accounts)
  • Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
  • Take part in building knowledge base articles based on in-scope support requirements
  • Floor walking, coaching, providing feedback to L1 agents

Key Requirements:

  • Fluency in Russian and in English
  • Experience in Windows 7/8, Microsoft Active Directory and TCP/IP configuration and administration
  • Minimum 1-2 years working in an IT support environment;
  • Expert knowledge of MS Office Suite in particular and the Windows environment in general
  • Strong customer and team-oriented focus
  • Aptitude for quick learning of technical and procedural topics
  • Ability to work with minimal supervision
  • Excellent communication, coaching and teaching skills
  • Self-starter and pro-active
  • Process- and procedure orientated

we offer

  • Flexible cafeteria package
  • Language bonus eligibility
  • Multinational environment, multicultural teams
  • Fruit day every other week
  • Recreation room
  • Language courses in the office
  • Birthday cake
  • Team buildings
  • Training opportunities within working hours
  • Access for the Unisys University

Sector(s):

  • Business Supporting Centres
  • IT Support
  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • 1-3 years professional experience

Required language level:

All of these are:

  • English - intermediary/communicative
  • Russian - intermediary/communicative

Job location:

Budapest

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.

A hirdetés adatai:
  • Pozíció neve: Russian Speaking 2nd Level Service Desk Agent (With Language Bonus Eligibility)
  • Rövid pozíció név: Support munkatárs
  • Hirdető cég: Unisys
  • Elsődleges kategória:
  • Terület: Budapest
  • Feladatok: Windows 7/8, OS configuration, administration and troubleshooting Microsoft Active Directory, users and objects administration Client software installation, configuration and troubleshooting - TCP/IP (client to gateway) configuration and troubleshooting Review support documentation and recommend changes and additional information In case of a technical escalation provide support to agents and Team Leaders/Subject Matter Experts Handle calls and assume call responsibility when required and ensure entry of appropriate information in our call tracking software Be responsible for second level/advanced technical support for telephone agents Perform required troubleshooting both on all warm transfer and outbound calls and direct escalation on calls which are outside the 1stlevel agent’s technical abilities or support boundaries Provide technical trainings to the agents Monitor and handle all incidents referred to 2nd level queue in SLA (SLA defined by accounts) Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures. Take part in building knowledge base articles based on in-scope support requirements Floor walking, coaching, providing feedback to L1 agents
  • Elvárások: Fluency in Russian and in English Experience in Windows 7/8, Microsoft Active Directory and TCP/IP configuration and administration Minimum 1-2 years working in an IT support environment; Expert knowledge of MS Office Suite in particular and the Windows environment in general Strong customer and team-oriented focus Aptitude for quick learning of technical and procedural topics Ability to work with minimal supervision Excellent communication, coaching and teaching skills Self-starter and pro-active Process- and procedure orientated
  • Elvárt végzettség: Középiskola
  • Elvárt nyelvismeret: Angol, Orosz
  • Foglalkoztatás jellege: Teljes munkaidő
  • Szükséges tapasztalat: 1-3 év szakmai tapasztalat
  • Feladás dátuma: 2018-04-19
  • Lejárati dátum: 2018-05-10
Állás, munka még: Unisys>