Responsibilities • First level IT support for all technical services• SPOC for all incidents and requests• Ticket dispatching and qualification, gathering of necessary information• Major Incident Management (MIM)-Process (prio 1 and 2 tickets - performing handshake to On-Duty)• Active Directory Account and Groups Management• Handling of service requests regarding Microsoft Teams Groups, Shared Mailboxes, Distribution Groups and Room Resources• Basic Troubleshooting Client (Windows 10, MAC OS, M365 and WAN/ LAN/ VPN Troubleshooting)• Basic Troubleshooting Mobile Devices (iPhones, iPads)• Managing Print issues and open ticket by external provider• Performing Updates personal computers as required (Windows, Office and Security)• Regular Server Patche-Management• Supporting in Security issues and following security related instructions• Documentation and update the IT Knowledge Base and Self-Service User- Guides• 24x7 on call support as needed• Delivery of excellent service to consumers (internal and external)• Responsible for adhering to SLA’s• Analyze/Resolve incidents in Production, R&D, Customer Service Center, Supply Chain, Field Sales, Marketing Environment and several office departments• Application Permissions (request-> approve-> set permissions and Support) Qualifications Minimum qualifications • Relevant experience in IT, specifically in the support & ITIL environment• Expert knowledge and skills supporting Microsoft products• Must have experience in supporting Active Directory Services, Office 365 Tools, like Outlook, Teams, OneDrive, Word, Excel)• Strong troubleshooting skills to triage issues related to applications• Must be able to engage in problem-solving skills to help identify and solve potential issues• Preferred: Bachelors degree in Computer Science or similar field• High customer focus• Listens well and is flexible to perspectives of others• Strong communication skills and focus on results Encouraged qualifications • Personal culture and client management expertise. • High motivation and ability to learn. • Ability to work under time pressure. What can we offer? • Attractive salary;• Stable job offers - employment contract• Work in a multicultural and diverse environment with employees from over 30 countries• Genpact supports professional trainings and great career development opportunities• Free access to our award-winning learning platform • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
IT Support Analyst – Senior Process Associate - German in Bucuresti
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