Position: Shared Services Center Support Engineer, Bucharest
Company: DXC
Category: Support
Experience required: 3y
English level: upper

Location
Bucharest

Office Address
Dimitrie Pompeiu 5-7, Sector 2, 020335, Bucharest

Project Description
As a support engineer, you will be first point of user engagement, providing thoughtful day-to-day comprehensive technical support to users from initial challenge through resolution. This will include talking the user through account set up, to troubleshooting and resolving all technical issues. In this role, you will provide your insight and execution to drive the optimal user experience by phone call, email and remote assistance.

Responsibilities
• Engage and empathize with users to support and resolve technical issues through completion
• Develop, foster and maintain highly effective user interaction
• Support installation, configuration, and support of corporate tools and solutions on various platforms
• Accurately document all work performed through ticketing system including details and outcomes
• Ensure accurate and timely resolution of all assigned issues
• Escalate product bugs or unresolvable cases
• Notice trends and report reoccurring problems
• Develop, foster and maintain effective working relationships with engineering to enhance the user experience
• Share your knowledge with teammates and guide them in the resolution of complex technical problems
• Collaborate with team members to enhance the user experience



Skills

Must have

• English level: B2 (Upper-Intermediate)
• +3 years' experience in IT user support and Software troubleshooting
• Demonstrated professionalism in resolving user issues
• Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions
• Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
• Excellent written and verbal communication skills
• Experience with Microsoft Windows operating system environment
• Understanding of O365 Suite and environment
• Experience with VDI environment, desktop administration, remote desktop support
• Concepts of Networking Fundamentals
• Knowledge of concepts and best practices relative to call center methodologies
• Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
• Demonstrated Insight: the capacity to gain an accurate and deep understanding
• Demonstrated Execution: ability to act and follow through
• Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics

Nice to have
- Active directory administration
- WSUS, WDS
- Linux, MacOS support experience


Languages
English: B2 Upper Intermediate

Seniority
Regular