Service Desk Agent - English & German (Debrecen) Senior

<h2>Overview</h2> <p>Nscglobal (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers.</p> <p> </p> <p>Nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.</p> <p> </p> <p><strong>Main Purpose:</strong></p> <p> </p> <p>Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.</p> <h2>Responsibilities</h2> <p><strong>Job description:</strong></p> <ul> <li>Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support or to a local partner.</li> <li>Shares knowledge with colleagues.</li> <li>Solves most of the received requests/ tickets/ incidents without escalating them.</li> <li>Solves more complex problems concerning applications and operation systems as well.</li> <li>Takes an active part in the induction of new employees and gives professional guidance to more junior staff.</li> <li>Makes proposals for optimizing processes.</li> <li>Contributes to compiling trouble-shooting questionnaires, and to extending the knowledge base.</li> </ul> <p><strong>Shifts: </strong></p> <p>Business hours, night and weekends</p> <h2>Qualifications</h2> <p><strong>Skill description:</strong></p> <ul> <li>Must have (or be studying towards) any of the below certification:</li> </ul> <ul> <li>Microsoft Certified Professionals (MCP)</li> <li>Microsoft Certified System Engineer (MCSE)</li> <li>Cisco CCNA, CCA (Citrix Certified Administrator)</li> <li>Microsoft Certified Database Administrator (MCDA)</li> <li>IT Infrastructure Library (ITIL) foundation</li> </ul> <ul> <li>Be familiar with repair, analysis and measurement tools</li> <li>Strong customer- and result-orientation</li> <li>Team spirit</li> <li>Good interpersonal and communication skills (verbal and written)</li> <li>Understanding of easy to handle administrative tasks</li> <li>Understanding of IT – Microsoft Windows and MS Office  (Word, Excel, Power Point, Outlook)</li> <li>Social competency to handle also hard emotions</li> <li>Good ability to handle stress</li> </ul> <p><strong>Language knowledge required:</strong></p> <p> </p> <ul> <li>Advanced English and German</li> </ul>