L1 Support Engineer - German speaker (m/f)
EXPERIS IT LUXEMBOURG
Contern, Luxembourg, LU
il y a 5j
source : Monster

Experis is currently looking for a L1 Support Engineer on behalf of one of its clients in Luxembourg.Job based in Contern.

Your responsibilities

  • 1st level of remote technical support on Hardware and Software Incident tickets on servers and storage equipment.
  • Read the incident information provided by Call Taking (L0), Customer (Web Call or Mail) or Event Management tool (Auto Call).
  • Take ownership of a ticket and add a note visible by the customer indicating that the incident is managed.
  • Contact the customer to get additional information (log, screenshot, equipment, ) and document in the Incident ticket.
  • Based on the error codes (from logs analysis or initial information), look in the Knowledge Databases to identify a solution.
  • Update the ticket with the incident solution provided to the customer and put status Resolved if a remote solution is successfully implemented.
  • Identify the necessary Spare Part before moving the incident to Resource Dispatching if an onsite intervention is needed.
  • Escalate corresponding Remote Expert (L2) if no solution is identified.
  • In case of remote access for a remote diagnosis, getting the authorization to access from the Customer.
  • Respect contractual commitments (KPIs) and specific processes.
  • Respect the technical and administrative procedures related to the incident management.
  • Create an activity report according to the procedures at the end of each action.
  • Interface with technical support on complex issues.
  • Your profile

  • Capable to work in French, English, and German.
  • A strong motivation to grow your expertise and to develop towards L2 roles.
  • Good knowledge of IT infrastructures.
  • 24 / 7 availability potentially required (on duty).
  • Rigorous work methodology.
  • Works well in a team.
  • Good soft skills.
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