L1 IT Infrastructures Support

Job Description

• Active monitoring of our customers’ IT infrastructures (servers, network devices, applications);
• Reaction on all alerts as defined within the process binders;
• Analysis of support requests sent by our customers by phone, email or web submit into our Incident management application;
• Timely logging of every support request in the ticketing systems;
• Accurate ticket documentation of the support request and troubleshooting steps taken;
• Tickets follow-up and escalation in accordance with priority, impact and SLAs;
• Regular feedback to the affected clients on the status of the support request in accordance with priority;
• Ownership and responsibility for all tickets assigned on the queue;
• Execution of proactive health checks according to already defined checklists;
• Punctual follow-up and accurate recording of the performed checks;
• Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest standard;
• Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions;
• Attendance in trainings and team meetings.

Qualifications

• Experience in professional communication with clients (phone calls, e-mails);
• Proactivity and positive attitude;
• Willingness to work shifts and weekends. 
• IT skills, strong interest and willingness in self-development
• Strong team spirit and involvement;
• Punctuality and flexibility;
• Ability to listen, learn and improve;
• Advanced English skills.

Additional Information