IT Service Desk – L1 Engineer (Hungarian language & English Language – Dual Proficiency)

What You Will Do

• Act as a single point of contact for all modes of support such as phone calls, chat, web portal, and emails from customers regarding their IT issues and queries
• Basic and intermediate level of understanding related to Incidents, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs, etc
• Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups etc.
• 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, i Phone, Exchange & Active Directory)
• Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, Power Point, Visio & Project)
• Escalate unresolved calls to the appropriate support groups as per the defined matrix and chase them until closure
• Take ownership of user IT issues and follow up on the status of problems with respective work groups on behalf of the end-user
• Communicate progress on Incidents and Service Requests in a timely manner back to the end user
• To maintain a high degree of customer service for all support queries and adhere to all ITIL & ITSM principles
• Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Handling major incidents by coordinating with multiple teams
• An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
• Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable

What You Need

• Excellent communication skills (written and verbal – Hungarian and English) and telephone call-handling etiquette
• 1 to 2 years of previous IT Service Desk experience required
• Incident Management experience (Managing incidents including business expectations and communication)
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft-based operating systems with an emphasis on Windows 10 and Office 2010
• Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
• Minimum Education: Graduate in Engineering or Science

What Makes You Eligible

• Strong communication skills, both verbal and written

  Primary Language Skill (Read, Write & Speak) – Hungarian

  Secondary Language Skill (Read, Write & Speak) - English

• Work well in team environments and be self-motivated/self-starter
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results-driven in a 24*7 environment
• Able to derive results in an ambiguous setting and accomplish results in line with business needs

Work Hours

• 8 x 5 (Local Business Hours), however, primarily driven by business criticality and needs - when the situation demands/warrants flexibility

What we offer
#Harman Employees

• Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
  
• Access to employee discounts on world-class HARMAN/Samsung products (JBL, Harman Kardon, AKG, etc.)
  
• Professional development opportunities through HARMAN University’s business and leadership academies.
  
• An inclusive and diverse work environment that fosters and encourages professional and personal development in an innovative and collaborative culture.
  
• “Be Brilliant” employee recognition and rewards program.
  
• Work on best-in-class emerging technologies and an atmosphere that pushes you to give your best.
  

#LI-AB3

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