Italian Subject Matter Expert (SME) L2/L3 Support

JOB SPECIFICATIONS:

Management of tickets (Incidents / Requests / Change / Problems)  according to the performance indicators and SLA (Service Level Agreement) established at a process level

Responsible for the creation of work tickets/allocation of these ones/division on categories/their prioritization/monitoring/escalation/conclusion of these ones and obtaining of the feedback.

Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level·

Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process, compliance with all parameters and in compliance with the specifications communicated to

Incident Management/ management of incidents occurring

Preparing MIS incident in accordance with the requirements internal 

Tickets which have not been resolved (where applicable)· Routing/ tracking tickets allocated in the system or with other PRG

Proactive action with a view to effective management of queue (T Queue Management)

 EDUCATION LEVEL:

• University completed or in the process of completion.

SKILLS:

• Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
• Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
• Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
•  Capacity of synthesis
• Preferably knowledge of MAC devices
• Troubleshooting skills for VPN connectivity, dial-out, wireless routers
• Register with knowledge of active addresses, controllers etc.
• Exposure of instruments of password resetting
• Previous experience in technical support shall be preferred.
• Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients

NECESSARY WORK EXPERIENCE

• Minimum of 6 months of experience in labour
• Previous experience to a position of relations with customers is a requirement of the job.
• Previous experience in technical support constitutes an advantage.