We are an international software development company that provides businesses with the technology and tools they need to succeed.

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Contacts

Belgrade Office Onikron d.o.o. Cara Lazara 5-7, 11 000 Belgrade, Serbia

support@onikron.com

+381 60 3580486

Scope
• 1st Level Support/Hot Line experience
• Ability to De-Bug and Reproduce BUGS, Issues and report them accurately (OTRS or JIRA Support Desk)
• Respect SLA Defined by customer and Deliver to their scope and Priority
• Respect Priority and Follow-up internally and externally (customer)
• Working in a modern English-speaking team with German a plus

Reporting to User Satisfaction Team Lead (Head) and to COO

Responsibility & Location
• 0/1st Level Support and resolving Tickets and Incidents as reported
• Leverage from Internal learnings and create documentation to deliver to customers
• IT Skills, knowledge of IT Systems like LINUX or any other IT Platforms
• Collect Logs and analyze them for 1st line of issue to report to Dev Teams to work on
• Respect Priority and Timely response to the customers
• Pro-active in seeking resolutions to Incidents
• Have fun doing the task
• Munich – Germany

Profile
• Good attitude with a Can-Do attitude
• Respect for the customer and their urgency
• Polite in mannerism and good IT Skills to capture the essence of the problem
• Communication skills with the desire to resolve issues

KPIs/Deliverables
• Resolution & Closing of Tickets
• Quick response to Resolving issues and sending them to 2nd or 3rd Level support lines,
• Manage daily OTRS or JIRA Help Desk Tickets resolution logs