Service Desk Engineer- Russian

Role & responsibilities

• Provide telephone support answering, logging and prioritizing Service Desk tickets to ensure that the service level targets are met
• Resolving 1st and 2nd line technical issues over the telephone, via email, via live chat, or on site, in a friendly and professional manner
• Follow up of the Services Requests, Incidents and Problems reported by our customers by email, telephone or Internet
• Insure an adapted communication to the customer in case of minor or major incidents and a permanent feedback until the full resolution
• Escalate tickets to the Infrastructure team or third parties such as external support or maintenance companies, as appropriate, to ensure the timely resolution of calls
• Complete daily, weekly, monthly, quarterly and ad hoc administrative tasks to ensure the Service Desk runs efficiently
• Resolving desktop/laptop/printer/application/hardware issues and basic network/server troubleshooting
• Carry out day-to-day administration of the Windows infrastructure and resolve technical problems as appropriate
• Working on specific IT projects for customers e.g. completing small customer projects, involvement in larger projects, onboarding new customers/transitions

Preferred candidate profile

Russian Language Required