Dutch Market | IT Helpdesk Support

Bosch Group · Lisboa, Lisboa, Portugal

About Bosch Group

Strong hiring record · median 39 days open

Hiring signal

Still listed on the employer's own board · How we score

All reasons

Respond to all calls, emails and common requests for technical 1st level support
Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months
Follow defined work instructions and escalation processes for all possible types of incidents
Track all incidents in our internal incident management system
Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes
Input for FAQ and knowledge data base
Establish good relationships with colleagues and customers in order to achieve a correct flow of information
Willingness to work in the office and/or remote according to business needs

Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics
Experience and know-how: Professional experience in a customer facing position would be an advantage
Languages: Dutch oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus.
A team player who is 100% service and solutions focused
Methodical troubleshooting skills required
Working knowledge of SAP would be an advantage
Previous experience or affinity with automotive electronics would be an advantage
Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure
Willingness of taking over responsibility for assigned projects as needed