ICT Administrator III - Contact Center Operations with English language (m/f/d)

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.

Job Description

We are a team of LAN (Local Area Network), WLAN (Wireless Local Area Network) and Enterprise Contract Center 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).

You will work in a 2nd and 3rd level support environment, contributing to the stability and continuous improvement of our network services.

What will you do?

• Independently check, execute, solve (where appropriate), and create tickets (problem ticket, change management ticket, incident, delivery order (DO)) in order to maintain service to customers according to given quality KPIs and internal processes (INM, CHM, PRM, DOM).
• Provide 2nd and 3rd level INM support.
• Ensure smooth and uninterrupted operation of customers’ environment.
• Conform with internal work instructions and process guidelines.
• 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, solve and coordinate activities and other deliverables in order 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 in 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 education of other employees.
• Create and maintain documentation.
• Perform team specific non-technical tasks such as quality, process and reporting to support daily operation.