Hey mein Arbeitgeber sucht aktuell deutschsprachige First Line Support Engineer. Falls jemand Fragen hat gern melden.
EMEA 1st Line Support Engineer - Web & Video (German Speaker)
Hammersmith Grove, Hammersmith, London, UK
Boost your career with Arkadin, one of the largest and fastest-growing companies in Unified Communications & Collaboration Services. Play a vital role in a business whose solutions enable a more connected world and contribute to a greener planet. We’re part of NTT Communications, one of the world’s leading telecommunications groups. With 56 operations centers in 33 countries, your talent will find a place rapidly to grow. Join a company whose people are #ContagiouslyEnthusiastic!
Working within the Web & Video Level 1 Customer Support Team, this is a ‘hands on’ role for a motivated and professional individual. Based in London and part of our Customer Operations team managed by the Head of Technical Support, this role demands a highly focused and committed work ethic, which supports the department by assisting with a variety of Web & Video service support related incidents for internal and external users. With a key focus on customer service the engineer will ensure the client(s) is updated verbally and / or electronically whilst carrying out first level incident investigation.
For this role the engineer must be fluent in German language as the primary focus will be supporting Arkadins German clients
Provide high level customer support at 1st line level to internal and external service users (primarily in German but also in English for certain clients)
Technical support on Arkadins Web & Video collaboration products and services; Anywhere, Webex, Vision, Bluejeans and Vidyo
Ensure effective Incident Management in line with Arkadin defined SLA commitments
Manage our suppliers to ensure incident resolution in line with set SLAs
To provide excellent 1st line Technical Support for all Arkadin services to internal and external users
To troubleshoot incident with the clients and to do the utmost to provide first point resolution
To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to 2nd level support team.
To be confident in supporting the full range of Arkadin Web & Video products
Must know and understand all common Web and Video issues and be able to answer any questions concerning them
Communication regarding the status, progression and / or resolution of incidents
Takes initiative to drive issues/problems to resolution and escalates when appropriate.
Looks for continuous quality improvement in the processes and activities associated with this job.
To meet or exceed quality goals set for the position concerning customer satisfaction ratings and performance measures
To assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required
Fluent in spoken and written German
Strong English language communications skills – spoken and written
Certified with Microsoft or Cisco Networking qualification or similar experience
Proven experience in an ICT services support environment
Possess and use a confident, clear professional telephone manner at all times
To be technically minded, be interesting in ICT related troubleshooting
An excellent understanding of our audio, web, video and UC products
Highly organized, with strong self-motivation and administrative skills
Excellent customer skills
To be proactive in assisting with issues and queries
Demonstrate a positive attitude to self-development by embracing new products/skills/procedures and adhering to ‘best practice’ at all times
To be able to mentor and support other personnel within the department
Ability to work a variety of shifts and overtime when needed to suit the needs of the business
Demonstrate a professional appearance and attention to time keeping, at all times
Ability to work under pressure, whilst coordinating multiple tasks under tight deadline