ICT Administrator III - Contact Center Operations with English language (m/f/d)

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.

Job Description

We are a team of LAN (Local Area Network), WLAN (Wireless Local Area Network) and Enterprise Contract Center experts dedicated to delivering high-quality services to our customers.

We are currently looking for a new team member to join us as an ICT Administrator III .

In this role, you will independently monitor, execute, and resolve operational tasks, as well as create and manage tickets, including problem tickets, change requests, incidents, and delivery orders (DOs), to ensure uninterrupted service delivery for our customers in line with defined KPIs (Key Performance Indicators) and internal processes (INM, CHM, PRM, DOM).

You will work in a 2nd and 3rd level support environment , contributing to the stability and continuous improvement of our network services.

Purpose

Independently check, execute, solve (where appropriate), and creates tickets (problem ticket, change management ticket, incident, delivery order (DO)) in order to maintain service to customers according to given quality KPIs and internal processes (INM, CHM, PRM, DOM).2nd and 3rd level environment.

Possible specialisation

- Participation on on-call duties, independent solving and troubleshooting of incidents and errors within defined expertise.

Responsibilities

2nd and 3rd level INM support.; Smooth and uninterrupted operation of customers’ environment.; Conformity with the internal work instructions and process guidelines within DTAG.; Follow the defined escalation standards in case of deviations.; Investigate the root cause of incidents and initiate actions to improve or correct the situation.; Record, evaluate, authorize, prioritize, plan, test, implement, document and review complex changes in controlled manner or escalate to higher authority.; Act as technical lead, solves and coordinates activities and other deliverables in order to fulfil KPIs and management requests across related technologies.; Single Point of Contact for at least one customer, area or technology within supported service.; Participate on regular and/or irregular communication with colleagues in an international environment to ensure operational goals.; Coordinates the use of internal technical support and vendor support to ensure troubleshooting, maintenance, and an efficient end-user support.; Train and participate on education of other employees.; Create and maintain documentation.; Perform team specific non-technical tasks such as quality/ process/ reporting to support daily operation.

Requirements

Finished Secondary Education; Have English language skills at B2 level. Knowledge of German is a big advantage.; Have minimum 2 years’ experience in ICT Application Operation & Management; Are Network and Cloud enthusiast; Are expert in Windows and Linux; Have an experience with Session boarder controller - advantage; Have experience with SQL Databases; Have analytical thinking and effective communication skills; Are a Team player with experience to share knowledge with team; If you are open to provide on-call duties (Where you will independently solve and troubleshoot of incidents and errors withing defined expertise