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Customer Care

Premium Services Delivery Engineer (24/7 - including nightshift)

POSTED ON:
2019 Sep 04
COUNTRY:
Romania
JOB DESCRIPTION:

90% of your time you will:

  • Work remotely via phone or TeamViewer to provide complete solutions and service;
  • Perform specific services which include:

    - Software upgrades and installation

    - PC configuration and optimization

    - Troubleshoot software, hardware, network issues & peripherals

    - Remove spyware, adware and other malware;

  • Provide thorough documentation of all work.
  • Respond to client inquiries.
  • Help end users understand software.

10% of your time you will:

  • Create, complete and close helpdesk tickets in accordance with established standards
  • Maintain skills required for specialization in computing.
  • Actively seek opportunities to increase and leverage skills.
JOB RESPONSIBILITIES:
  • Identify, diagnose, and correct problems in a timely manner with minimal supervision.
  • Identify, respond to, and resolve end user and computer problems in a Windows and macOS environment, including problem determination and resolution, reconfiguration of software and the application of patches and workarounds.
  • Install, maintain, analyze, troubleshoot, and repair operating systems and computer peripherals. These include, but are not limited to, problems with desktops, notebooks, printers and mobile devices.
  • Handle Helpdesk tickets and work flow, providing timely updates to both clients and tickets on a routine basis.
  • Determine users’ technical needs and provide them with appropriate solutions.
REQUIREMENTS:
  • Experience with MS Office Suites and Microsoft Windows operating systems
  • Experience with macOS is also preferred
  • Knowledge of PC hardware and peripherals
  • Knowledge of malware removal tools / antivirus programs
  • Experience in advanced PC setup, network, repair--including setup, software/hardware installation, data backup, diagnostic and troubleshooting
  • Experience with customer contact and strong customer service skills
  • Advanced command of English is mandatory
  • Strong interpersonal skills and the ability to work well under pressure.
  • Strong written and verbal communication skills, ability to multi-task, and ability to communicate and express technical issues in technical terminology.
JOB OFFER:
  • You’ll be part of a young, dynamic team;
  • We offer continuous trainings and you’ll have the opportunity to increase your technical knowledge;
  • The position implies remotely connecting to customers’ PCs and troubleshooting / fixing the issue on the spot (without needing to troubleshoot via email;
  • Flexible 24/7 working schedule planned a month ahead.
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