ICT Administrator III – Contact Center Operations with Active German - B1 (m/f/d)

We are a team of LAN (Local Area Network) and WLAN (Wireless Local Area Network) 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.

 

WHAT WILL YOU DO? 

• Independently check and create tickets (change management ticket, incident) to maintain customer service according to given SLA (Service Level Agreement) and internal processes (INM, CHM). 
• Smooth and uninterrupted operation of customers’ environment. 
• Conformity with the internal work instructions and process guidelines within DTAG (Deutsche Telekom AG). 
• 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 who solves and coordinates activities and other deliverables to fulfil KPIs and management requests across related technologies. 
• Act as 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. 
• Coordinate the use of internal technical support and vendor support to ensure troubleshooting, maintenance, and efficient end-user support. 
• Train and participate in the education of other employees. 
• Create and maintain documentation. 
• Perform team specific non-technical tasks such as quality/ process/ reporting to support daily operation. 

YOU WILL SUCCEED IF YOU

• Finished Secondary Education 
• Are fluent in English language (B2 level) and knowledge of German Language (B1 level) is necessity
• Have minimum 2 years’ experience in ICT Application Operation & Management 
• Are Network and Cloud enthusiast 
• Are expert in Windows and Linux 
• Have Recording solution e.g. NICE – advantage 
• Have an experience with Session boarder controller - advantage 
• 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                                                                                 

Possible specialisation 

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

WHY SHOULD YOU CHOOSE US?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to  Benefits

Salary

Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1150€ /brutto.

Additional information

• Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.