Technical Support Analyst with German & English

25th March, 2025

Join us as a Technical Service Desk Analyst in Bucharest, servicing global customers in a rewarding and challenging environment.

Are you comfortable with working night shifts? What does having four consecutive days off sound like? This is an on-site center-based role in Bucharest and requires commitment to 4 days on (2 days from 7am - 7pm, 2 nights from 7pm - 7am), 4 days off, this cycle is repeated.

Responsibilities

• Manage and process customer tickets, carry out fault diagnosis, and provide 1st Line technical assistance.
• Identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to 2nd Line Support or other resolution groups.
• Ensure the customer or user is kept fully updated.
• Maintain high standards of customer service at all times to encourage an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.

Job Requirements

• Proficient German and English language skills
• A passion for customer service with great interpersonal skills
• An understanding of IT fundamentals (we offer full 'on the job' and academic training opportunities for those willing to learn and adapt)
• A logical approach to problem solving.

What's in to you?
You will continually enhance your skills in diagnosing and fixing hardware and software issues, boosting your technical knowledge across various platforms. Since you will work directly with the end users, this role also enhances your ability to deliver great customer service, balancing technical expertise with empathy and patience.

Benefits:
• An opportunity to work in a dynamic learning environment.
• A competitive salary, inclusive of meal tickets and shift allowance (this range depends upon your practical technical support experience)
• Medical subscription
• Pizza Friday & Coffee/tea/snacks at the office
• We provide unlimited access to free learning and development resources up to the achievement of certification. Our training platform offers a variety of courses such as CompTIA A+, ITIL, Cisco modules, Microsoft Office 365 training, AWS Cloud Practitioner, DevOps to Cloud Architect and many more.

Who are we: ESP Global Services has been providing customized IT support solutions to businesses around the world for over 30 years. We are expertly managed by a dedicated service team and provide day-to-day support through a team of on-site engineers or responsive guest technicians, service desk coordination of all your IT support requirements or delivery of a specific project such as a system change or a company-wide installation of new hardware, all tailored to the customer's needs.

Join a team that values excellence - our ISO 9001 certification reflects our commitment to quality and superior customer service.

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