Fixed Telephone, VoIP Support Engineer , Bilingual French Speaking
Work Location: Luxembourg
Business unit: European Investment Bank (EIB)
· There’s no age limit
· 1 to 6 years experience
· Residence from France and Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome
The Service Desk Agent provides support for basic incident resolution and service request fulfillment.
Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.
Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.
Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.
Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.
Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Agents may be requested to provide after business hours and on-call support as needed.
Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.
Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.
The Service Desk Agent will be assigned to work in different profiles depending on the service needs.
Role:
The purpose of the Video Conferencing Operator role is to support the Video Conference calls at the EIB. The position involves a high degree of exposure to the Bank’s senior staff, sometimes working with the senior executive team. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.
Job responsibilities:
· Remote and onsite / onsite support for video conferencing services;
· Must be able to use setup and monitor video conference calls, establish permanent virtual meeting rooms and operate and troubleshoot the video conferencing system;
· Must be comfortable working with Level 2 and Level 3 video conferencing engineers to troubleshoot and resolve incidents;
· Must be able to support executive and non-executive users on the phone and in person , maintaining a highly professional demeanour, including for requests which may be during executive meetings which require immediate responses and resolution;
· Contribute to continual improvement and root cause analysis; to contribute toward overall improved system stability and user satisfaction;
· Schedule video conference calls based on user requests;
· Monitor availability and quality of data lines used by video conferencing, raising issues with providers as necessary;
· Answer questions of users related to videoconferencing;
· Conduct regular testing of Video Conference devices;
· Monitor network “quality of service” for all videoconferencing devices;
· Create and maintain documentation for each type of videoconferencing device;
· Generate weekly and monthly statistics on video conferencing activities;
· Stay up-to-date on topics related to video conferencing technologies;
· Promote use of the video conferencing system;
· Keep the CMDB up-to-date.
Technical and Specific Skills / Experience
· Understanding of video conferencing related protocols;
· Knowledge of VoIP telephony environments;
· Experience setting up and monitoring video conferencing calls;
· Experience of troubleshooting the video conferencing system.
Salary: €32K- €36K per year depending on the experience
Relocation Package: 1000-1500€
How to Apply:
Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com
Please like and follow us
LinkedIn: https://www.linkedin.com/company/high-offer-jobs
FB page: https://www.facebook.com/High.Offer.Jobs/
Twitter: https://twitter.com/highofferjobs
Please like and follow us
LinkedIn: https://www.linkedin.com/company/high-offer-jobs
FB page: https://www.facebook.com/High.Offer.Jobs/
Twitter: https://twitter.com/highofferjobs
