Technical Support Specialist 2

Department: IT

Location: 4. Beograd

We are looking for a Technical support specialist (2nd level) with exceptional customer service skills to provide quality technical support. If you like working in a dynamic, multilingual environment and you have ability to absorb and retain information quickly as well as to present ideas in user-friendly language, then you are the one we are looking for!

Duties and responsibilities:

• The primary function is to provide support to our customers, identify and resolve problems they encounter, and escalate in a timely manner to ensure customer issues are resolved to meet Service Level Agreements (SLAs)
• Remote software distribution and remote support activities for technical and operational troubleshooting of endpoint solutions; preferably ATMs and/or Retail Point of Sales, or Retail Self-Service Checkouts
• Implement and maintain End Point Security solutions and services (Solidcore on the ATM, McAfee, ePO server, etc.) and work on various tasks related with it (BIOS update, White List administration, etc.)
• Analyzing relevant logs, tracing and extracting relevant details from these logs, and understanding the relationship of the details across different products and components for the services our customers have implemented
• Serving as the single point of contact and escalate incidents to various functional teams that will aid with problem resolution
• Creating, managing, and owning tickets from start to end in the incident management system (ensuring closure of all incident and problem records). Monitoring tickets and following defined standard work practices
• Proactively recommending improvements to support processes and practices. Working directly with customers and internal team members in a professional manner
• Responsibilities include remotely coordinating the resources required to manage problem resolution for products and services
• Position will work directly with Remote Resolution Specialists, customers, or Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer’s problems
• Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs
• May require rotation in work hours, 24/7 shifts. Work may span multiple time zones, cultures and countries

We are offering:

• Career and skills development opportunities and trainings
• An international and diverse work atmosphere
• A competitive salary packages
• Trizma benefit package (a day off and a present for birthday, various discounts etc)
• Casual workplace environment
• 40-hour work week
• Paid training

We are looking for:

• Fluency in speaking and writing of English language
• Technical degree in Computer science or higher level of IT knowledge
• Experience in some of the following fields is preferred: General IT HW/SW installation and maintenance, MS OS installation, connection equipment and networking, web environment or similar
• Advanced knowledge level of Windows OS
• Ability to troubleshoot hardware and software issues
• Analytical and problem-solving abilities
• Exceptional customer service orientation and team spirit