Support Engineer (Siemens 2d level Agent) (offline)

Requirements:

Good English language skills to enable customer communication (written and verbal) are a must-have;
Ability to handle any customer interaction professionally and with a service-oriented attitude;
Strong technical and analytical skills;
Experience in L2/L3 support process or equivalent;
Reliable and precise work style, even under time-pressure;
Knowledge of ServiceNow is a plus.

Responsibilities:

Working in Customer’s IT help desk system with requests/incidents from users;
Action/Solve/Update/Close/Re-assign tickets;
Finding solutions from previous cases using the Knowledge Base;
Involve 3rd level if required;
Responding to client queries;
Maintaining and enhancing knowledge articles (2nd level but also for 1st level to avoid 2nd level tickets);
Providing input for continuous improvement measures;
Service hours are Monday to Friday from 8:00 am to 17:00 pm CET (another shift is from 9:00 am to 18:00 pm CET);
On-call duty may be required for major incidents.

Would be a plus:

Experience in SaaS Product support;
ServiceNow Administrator certification(or at least experience in ServiceNow).

We offer you:

Fun and exciting corporate culture of transparency, productive challenging & innovation;
Flexible work environment;
Educational events;
Paid sick days/vacations: ROWE approach ;
Theme parties;
Health Insurance;
English courses.

About Zhuko

Zhuko.Net - IT staffing agency.
Top IT Jobs.

Company website:
http://zhuko.net/

DOU company page:
https://jobs.dou.ua/companies/zhukonet/