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IT Customer Support engineer (Local IT Team)

Job Location: Bucharest

Regional Description: Romania

Job Number: 00496604

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- Job description

 
• Provide Technology Support services according to internal Operating Level Agreement
• Receive, log, respond to and solve customer problems or requests and ensure completion of proper documentation.
• Ensure that incident tracking tickets are kept updated with current status. Escalate when appropriate to ensure problems or requests are communicated effectively and receive proper management attention.
• Manage and assist in the maintenance or repair of appropriate technologies and peripherals to ensure availability and good working condition of all equipment.
• Participate in customer and ISA projects as required.
• Seek opportunities to improve knowledge, skills, and performance.
• Schedule and perform technology upgrades.
• Manage and assist in the maintenance of hardware and software inventories, using local asset management systems and procedures.
• Assist in coordinating project rollout timetables and define resource requirements for servers within his/her responsibility.
• Perform complete back-up and recovery of all parts of the office Netware Servers including databases, program files, and directory structure.
• Develop, test, and communicate disaster response/recovery plans. Develop a regular test schedule and modify the recovery/perform recovery activities as needed.
• Listen to customer needs and problems. Provide solutions within the CIO LTS scope.
  • Bachelor’s Degree in Computer Science, Information Systems or other related field
  • 1-year relevant experience in IT infrastructure Service delivery or IT Service Desk environment is a plus
  • Good knowledge on Support processes
  • Good knowledge on Workstation support
  • Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
  • Basic understanding of the voice systems
  • IT Service Management Tools like Remedy, Service Now is a plus
  • Strong Customer orientation skills
  • Highly organized, reliable and task oriented
  • Ability to deal with stress of competing priorities and diverging interests within the same immediate time frame
  • High energy level and be able to effectively work with various cross functional teams
  • Excellent written and verbal English communication skills
  • Strong inter-personal skills
  • Candidates must have the ability to manage multiple priorities concurrently
  • Willingness to adhere to a standard global process model

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