Support IT Agent with German - Level 1 & 1.5

Become part of our team

Support IT Agent with German - Level 1 & 1.5

Project start date: running
Project duration: n/a
Working location: Bucharest
Travel required: No

If you want to be a part of our multinational team you will have the opportunity to work in a highly challenging and rewarding enviroment. We are offering you the chance to take a step forward in your career. The mission of our partner is to provide customers with a seamless and secure solution to their global business needs.

The Bucharest Centre is a client oriented organization with specific technologies and a dedicated team of professionals. The Center’s capability in terms of resources has increased exponentially in 2007. Furthermore, new technologies have been introduced and more partnerships have been agreed upon, both with international companies as well as with universities.

Our partner is committed to create a diverse environment and is proud to be an equal opportunity employer. We guarantee a stimulating working place, experienced team and a lot of friends.

Required skills

     Compulsory skills:

  • English and German fluent (written and spoken)
  • Problem solver orientation
  • Excellent communication and listening skills
  • Team player
  • Very good analytical skills
  • Eagerness/willingness to learn
  • Fast learner
  • Ability to perform under pressure
  • Ability to multi-task
  • Willingness to travel 
  • Ability to work in 24/7 shifts

    Skills, Knowledge & Experience:

  • Excellent analytic know-how for complex incidents
  • Customer facing experience
  • Telephone skills with good voice tone and pitch articulation and overall speech quality
  • Customer focus
  • Positive attitude
  • General understanding of IT tools and processes
  • Strong communication and teamwork skills
  • Ability to learn and apply new technology and methodologies in a distributed environment
  • Ability to solve problems quickly and completely


     Tasks and Activities:

  • Receiving contacts (chats, self-service generated tickets), first-line user liaison
  • Identification and authentication of the user, recording of incomplete or incorrect user data
  • Opening of an incident/request ticket with clear description in English in the ticketing tool
  • Classifying and making an initial assessment of incidents/service requests
  • Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
  • Route all Global Service Desk non solvable incidents/service requests to the appropriate second level workgroup, based on agreed service levels
  • Keeping users informed on how to get updates on request status and progress via self service
  • Call-back function for 2nd level tickets, because of language
  • Knowledge of standard office applications such as MS Office, operating system Windows 7, Windows 8, Lotus Notes and specific client applications
  • Performing in international software support delivery processes and environments
  • Employing client‘s standard support delivery methodologies and tools
  • Maintaining highest client satisfaction
  • Applying problem solving techniques
  • Analyzing problems/situations, understanding problem impact on client business
  • Interacting with client functions consistently until problem solution


  • Continuous learning through training and certifications; 
  • Flexible working hours and attractive working environment;
  • Attractive salary package;
  • Meal tickets; 

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