Job Description

• Managing incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and the ticketing system.
• Participating in on-call duty.
• Creating, categorizing, resolving, and documenting tickets.
• Serving as a liaison with system specialists and other departments.
• Controlling, monitoring, and delegating tickets based on SLAs.
• Documenting solution descriptions and maintaining the knowledge database.
• Providing training for new team members.
• Delivering high-quality customer support to end users and assisting with inquiries regarding IT applications and systems.
• Handling major incidents and communicating updates to management and departments.
• Conducting remote troubleshooting for end users.

Requirements

• Completed training as an IT specialist or relevant professional experience
• Strong focus on customer service and satisfaction
• Proficient language skills in Hungarian, German, and English
• Solid understanding of current PC architectures, hardware, and software technologies
• Experience with Active Directory
• Familiarity with remote desktop tools
• Quality-driven and solution-focused approach to work
• Able to collaborate effectively in a team, possess strong communication skills, and demonstrate resilience
• Exceptional customer service orientation - ideally with experience in retail

Benefits

• Assume a significant and demanding position that offers high visibility
• Acquire knowledge about the defense and automotive sectors
• Take advantage of numerous professional training opportunities and events
• Experience our flexible international work setting, with an official office located in Budapest and the possibility of working up to 100% remotely