Beschreibung
Professional Services Engineer (1st Line Support) - Solothurn Canton, Switzerland
3 month contract
Mandatory skills -
- At least 3 years IT experience
- 2 years in a 1st line support capacity
- Good knowledge of ITIL processes
Fluent English
Desirable -
German language skills
Responsibilities
In this role you mange IT questions and incidents from customers and end users: You create incoming phone calls as incidents, service requests and requests for change. Afterwards you deploy a solution or transfer the call to the responsible persons (second level), monitor the incident resolution and update the incidents statistics as well as the status information. In addition you observe service times and defined processes and you are responsible for creating/updating the documentation. To ensure the quality of the service you set up short customer surveys. Moreover you inform pro-actively all users in case of operational problems, you organize and execute user trainings and support small IT projects.
In short: You consult, support and instruct where necessary.