First Line Technical Support Agent

(German Language)
Belgrade

ICL Services is one of the biggest and oldest Russian IT companies and in top 100 world IT outsourcing companies. Today, the company works with more than 80 major clients from 30 countries, and has recently expanded its operations into the Serbian market. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.

Your role would include:

• To be a single point of contact for users using phone, e-mail and other communication channels
• Manage incidents, problems and requests
• Solve basic technical problems (basic networking issues, accouts, aceeses, etc.), escalate to 2nd line complicated ones
• Coordinate problems solving if other specialists are involved
• Provide reports, checks and other regular tasks
• Work with technical documentation

What we offer:

• A full-time employment contract
• An opportunity to work on challenging projects with some of the world's largest companies
• Compensation package (quarterly bonuses for outstanding performance, private health insurance, team-buildings, professional education and certification, bonuses for outstanding performance)
• Opportunities for advancement within the company:
• 50% of employees’ got salary raise
• 30% of employees’ had a career growth
• Opportunity to participate in various corporative programes (MVP - mentoring program)
• Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)
• Modern and comfortable office in New Belgrade
• A highly professional, but very friendly team you will enjoy being a part of
• Overtime working hours are recorded and compensated
• Human corporative culture:
• 80-85% of our employees appreciate human corporate culture in ICL Services
• 85-90% of employees says that they work with great people
• 7,78% is undesirable attrition rate for 2018
• Professional education and certification – ICL genuinely values its employees and works continually on knowledge improvement across the business spectrum

Requirements:

• Fluent German (B2/C1/C2 level): to support German speaking users
• Good level of English (Upper-Intermediate or higher) is a must – English is our main working language
• Advanced PC user
• Basic IT skills (basic networking, operating system, Microsoft products)
• Technical education - desirable
• Work experience with any of ITSM and monitoring systems – will be a plus
• Responsible and reliable
• Team work skills
• Strong soft skills, willingness to support users, solve their problems

We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the team in Belgrade, and a technical interview with our IT experts in Kazan. We endeavor to make our selection process as quick and as transparent as possible – don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

Please, apply with your CV in English.

Deadline for applications: 24.10.2019.