First Level Technical Support Engineer

Role description: Support over the phone and providing service for user tickets in the organization according to protocols and methodologies set within the organization, as part of a broader international support team.

· Routine service to phone calls or frontal tickets received at the site;

· Solving service tickets, documentation thereof in the system, and escalating to others as needed;

· Follow-up on tickets requiring further care;

· Maintaining routine contact with customers and reporting on their ticket status;

· Working in accordance with level of service required (SLA);

· Providing polite, service-oriented response to customers and colleagues;

· Team work according to the call center protocols;

· Reporting to the team leader on out-of-spec issues or system malfunctions;

· Comprehensive knowledge in operating systems, especially Windows;

· Experience with user management using AD;

· Experience working with Exchange mail server;

· Complete fluency in Office applications;

· Broad knowledge of current hardware;

· Familiarity with Microsoft Lync;

· Basic knowledge of the seven-layer module and internet problem solving;

· Professional experience as applications and hardware components support in a large organization;

· Service-oriented, polite, patient, and diplomatic while communicating with customers;

· Good interpersonal skills and ability to work in a team;

· Quick self-teaching skills;

· Analytical skills for coping with tickets and problem solving;

· Able to cope with stress and good time management skills;

· Good written expression skills for ticket documentation and responding to e-mails in English;

· Languages – fluent Romania , mother-tongue level;

High level of English – written and spoken;

- 22 paid days & 2 extra sick days;

- 20 % AFI food court deduction;

- Meal tickets;

- Private medical insurance;

- Learning & development opportunities working on niche projects;

- Team buildings;

- Accesible working area (AFI Park Complex);

- Flexible working schedule;

- Working in a friendly & non-bureaucratic company organized as a R&D center in Romania with challenging projects;