Fixed Telephone, VoIP Support Engineer , Bilingual French Speaking
Work Location: Luxembourg
Business unit: European Investment Bank (EIB)
· There’s no age limit
· 1 to 6 years experience
· Residence from France and Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome
The Service Desk Agent provides support for basic incident resolution and service request fulfillment.
Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.
Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.
Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.
Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.
Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Agents may be requested to provide after business hours and on-call support as needed.
Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.
Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.
The Service Desk Agent will be assigned to work in different profiles depending on the service needs.
Role:
The VoIP Tech Support Engineer is charge of assisting end users in setting up or troubleshooting VoIP installations and equipment. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown
below.
Job responsibilities:
· Telephony environment setup IMACD;
· Maintain and administer the VoIP system (Voicemail, Hotlines, Voice Recording, Phone Directory, Number allocation, etc.);
· First level support for VoIP equipment;
· Phone number Skype for Business (Create, delete, check);
· License clean-up and periodic checks (old users, broken phones, etc.);
· Special Bank holidays message configuration (TTS);
· Audio Conference configuration (via Alcatel MTW);
· Newcomer setup and training support (email);
· Incident and service request handling;
· Log all requests and follow-up actions in the appropriate tools;
· Initial assessment of incidents (software and hardware) and resolution in accordance with procedure;
· Diagnose, prioritize and escalate unresolved cases to support/technical team;
· Keep users informed on incident status and progress;
· Identify and escalate major incidents to management;
· Keep the CMDB up-to-date;
· Draft and maintain documentation, How To’s and knowledge base articles for telephony relat-ed topics.
Technical and Specific Skills / Experience
· Knowledge of VoIP telephony environments;
· Understanding of VOIP related protocols.
Salary: €32K- €36K per year depending on the experience
Relocation Package: 1000-1500€
How to Apply:
Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com
Please like and follow us
LinkedIn: https://www.linkedin.com/company/high-offer-jobs
FB page: https://www.facebook.com/High.Offer.Jobs/
Twitter: https://twitter.com/highofferjobs
Please like and follow us
LinkedIn: https://www.linkedin.com/company/high-offer-jobs
FB page: https://www.facebook.com/High.Offer.Jobs/
Twitter: https://twitter.com/highofferjobs
