Service Desk - NOC Specialist

Schneider Electric is a global leader in energy management and automation, providing innovative solutions that enhance the efficiency and sustainability of our Customer’s Operations.

Customer Support and Service Delivery as important part in the chain of achievement of Schneider Electric business provide results through the delivery of Services and acquiring and increasing Customer satisfaction.

We are searching for:

Service Desk Specialist to join our team at Novi Sad Hub

As a Service Desk Specialist, you will serve at the first level of Monitoring and Support for Customer Reported Events.

If you are passionate about IT infrastructure and Services, have a basic understanding of Microsoft Azure services, are committed to ensuring system reliability, performance, and incident resolution, have knowledge of ITIL practices, and possess experience in managing Windows servers and Service Desk environment tools, we want to hear from you.

Requirements

• Technical degree or equivalent combination of formal and informal education, training and experience that provides the required knowledge, skills, and abilities.
• Basic knowledge about IT Infrastructure and Platform (based on Microsoft Technologies) to perform simple tasks on Customer production environments as well as on Internal and Customer non-production systems.
• Ability to read and understand available project documentation (Environment details, system configuration plan, system diagram, etc.).
• 2 or more years of related technical experience in a Service Desk environment, supporting various IT Services and IT Equipment (Hardware, System Software, Networking and Applications).
• Service desk experience for external Customers is desirable.
• Operate/use a variety of job specific software (MS Office and other Web based IT and Service Desk Tools) and equipment, various communication device or systems (telephone, video and voice conferencing, communicator, e-mail…).
• Experience in ServiceNow administration is advantage.
• Basic knowledge of ITIL set of recommendations is advantage.
• Creates a positive end-to-end Customer support experience and builds strong relationships with Customers.
• Excellent spoken and written English (desirable, B2 or higher)
• Reference: FhyTuCDqCZezLQlKSvy-_pSh5PhlLs4cnV9qWk02QAM.

Responsibilities

• Work in shifts due to covering all worldwide time zones.
• Use the appropriate tools for logging Customer's cases.
• Maintain documentation for remote connections to Customer Production and Test systems.
• Check if all cases contain detailed descriptions and inputs according to established process and procedure and help Customers to provide them.
• Initial case triage. Address and resolve basic technical issues and service requests; engage and coordination with other resources to resolve complex technical issues.
• Transfer comments/details to and from other departments in internal organizations that are marked as responses for customers on reported technical issues and service requests.
• Perform various technical tasks with extreme caution on customer Mission Critical Production and Test systems, as well as on Internal replicas of customer Production systems.
• Focus on data Security awareness and utilization of all Security policies in operation.
• Escalating the incidents by process and procedures
• Document the resolutions and updates the knowledge base.
• Upload needed documentation and data to customer- specific SFTP's or directly to customer systems.
• Create regular and ad-hoc reports according to requirements.

What we offer

• Private health insurance & life insurance.
• 24+ days of annual leave.
• Gym and sports activities in our Hub.
• Financial, legal, and psychological assistance program.
• Family policy – Parental leave & Care leave.
• Lunch in our Hub with discounts.
• Opportunity to buy Schneider Electric shares per discounted price (WESOP program).
• Having a chance to be mentored by any worldwide expert inside Schneider Electric.
• Recognition culture through our own StepUp platform & bonus system.
• Building a managerial, technical and/or consulting career path in the #1 world sustainable multinational company.
• A company culture that encourages performance and cooperation.

Only shortlisted candidates will be contacted. ​