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QUALIFICATIONS AND JOB DESCRIPTION
Purpose of Role
As a Lufthansa InTouch Group function, the IT Specialist role is responsible:
- to provide advanced technical support to the 1st Level InTouch Service Desk Consultants Team,
- to comply with all Local and Global IT and Security standards
- to support the IT Teamleader
Work Performed
- Support the IT Team leader with Incident, Change, Capacity, Asset and Configuration management
- Respond to Lufthansa InTouch technology incidents via Managed Engine system
- Provide regular analysis of Helpdesk tickets along with recommendations for improvement
- Consult and liaise with Tier 3 Support for assistance and escalations
- Create / modify voice services with the assistance of Tier 3 Support
- Provide IT Teamleader with licensing, concurrency and system resource data required for monthly reporting
- Manage/govern configuration across cloud and centralized systems with the aid of support vendors
- Always maintain infrastructure knowledge to ensure consistent support delivery
- Other duties consistent with the position
Required Knowledge and Experience
- 2-4 Years work experience in a Contact Center technical environment is essential
- Relevant IT qualification highly advantageous
- Understanding and experience in supporting Security environments (2FA, Active Directory, VPN)
- Well-developed knowledge of telecommunication (voice and data networks) technology
- ITIL Services framework understanding is essential
Personal Competency Requirements
- Very good verbal and written communication skills
- Advanced analytical with problem solving skills
- Flexible, self-motivated and proactive
- Able to function effectively within a multilingual and multicultural environment
- Developed interest in the Contact Center industry and its processes
- Fluency in English and Turkish
- German is an advantage
- Team player
- An ability to implement processes and procedures
- Must be able to work under pressure in a fast paced environment
- Quick learner
22 Nis 2024;
from:
kariyer.net