Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
NE
Hybrid Junior Technical Support Engineer, German
Posted 44 minutes ago
About the role
- Junior Technical Support Engineer providing effective technical support for customers at Ness Digital Engineering. Demonstrating expertise in various technologies and excellent problem-solving skills.
Responsibilities
- Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty
- Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance
- Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding
- Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process
- Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution
- Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills
- Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team
- Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement
Requirements
- Bachelor’s degree in computer science, Business Information Systems, Networking or similar field, or equivalent work experience required
- Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software
- Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations
- Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software
- Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
- Familiarity with CRM software like Salesforce
- Exceptional written and verbal communication skills
- Effective time management and multitasking abilities in dynamic, interrupt-driven environments
- Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills
Benefits
- access to trainings and certifications
- bonuses
- aids
- socializing activities
- attractive compensation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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