Odmeňovanie
- Final salary is negotiable.
- We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1 150 EUR/month.
- We are a team of LAN (Local Area Network) and WLAN (Wireless Local Area Network) experts dedicated to delivering high-quality services to our customers.
- In this role, you will independently monitor, execute, and resolve operational tasks, as well as create and manage tickets, including problem tickets, change requests, incidents, and delivery orders (DOs), to ensure uninterrupted service delivery for our customers in line with defined KPIs (Key Performance Indicators) and internal processes (INM, CHM, PRM, DOM).
Všeobecne
- Contract type: full-time
- Job with occasional home office
What will you do?
Independently check and create tickets (change management ticket, incident) to maintain customer service according to given SLA (Service Level Agreement) and internal processes (INM, CHM).
Smooth and uninterrupted operation of customers’ environment.
Conformity with the internal work instructions and process guidelines within DTAG (Deutsche Telekom AG).
Follow the defined escalation standards in case of deviations.
Investigate the root cause of incidents and initiate actions to improve or correct the situation.
Record, evaluate, authorize, prioritize, plan, test, implement, document and review complex changes in controlled manner or escalate to higher authority.
Act as technical lead who solves and coordinates activities and other deliverables to fulfil KPIs and management requests across related technologies.
Act as Single Point of Contact for at least one customer, area, or technology within supported service.
Participate on regular and/or irregular communication with colleagues in an international environment to ensure operational goals.
Coordinate the use of internal technical support and vendor support to ensure troubleshooting, maintenance, and efficient end-user support.
Train and participate in the education of other employees.
Create and maintain documentation.
Perform team specific non-technical tasks such as quality/ process/ reporting to support daily operation.
Responsibilities
You will work in a 2nd and 3rd level support environment, contributing to the stability and continuous improvement of our network services.
Purpose
Independently check, execute, solve (where appropriate), and creates tickets (problem ticket, change management ticket, incident, delivery order (DO)) in order to maintain service to customers according to given quality KPIs and interna
