Position: Support Consultant Triage
Company: Itera
Category: Support
Experience required: 2y
English level: upper
Published: 2020-10-01T00:00:00+03:00

Position and Project brief description:

Össur (www.ossur.com) is Icelandic pioneer of advanced technology whose mission is to improve people’s mobility. The Customer is seeking for an engineer to join a support team for Triage function - email processing routine that includes: assigning the level of priority to service requests, changes and incidents, prompt and effective dispatching to L1 support in a bounds of SLA, Major Incidents identification and proper handling etc.

Tasks and responsibilities:

•	To provide user support and troubleshoot problems and issues
•	Categorize and dispatch users requests in customer ticket system
•	Support problem identification
•	Escalate unresolved problems to higher levels of support
•	Assist L1, L2 local support teams on operational processes

Professional requirements:

•	2+ years of experience on the similar position (user support, service desk)
•	HPSM, Jira or similar ticket and bug tracking systems
•	ITIL understanding and certification is an advantage

Personal requirements:

•	English: upper-intermediate
•	Excellent communication skills
•	Responsiveness and accuracy of solution provision for specific problem
•	Self-organized
•	Team player

Company offers:

•	Competitive compensation
•	Paid vacation, 100% paid sick leave (+3 paid sick days without sick list)
•	Medical insurance with sport and stomatology programs
•	Free English and Norwegian Courses
•	Comfortable office in the center of Kyiv with excellent office facilities
•	Friendly team of high experienced specialists
•	Trainings and travel abroad, certifications covered by the company