2nd level Technical Support - Consultant (f/m/d)

at  MHP A Porsche Company

ENABLING YOU TO SHAPE A BETTER TOMORROW

• Code number: J000014051
• Entry level: Professionals
• Location: Bucharest, Cluj, Timisoara
• Organization: MHP - A Porsche Company

TasksTasksTasks

• Take-over requests via all defined communication channels (e-mail and ticket tools) respecting the defined SLAs
• Record the messages from e-mails in the corresponding ticket tools
• Reproduce the error on Production/Test environment
• Open incidents for development team when necessary, and track the resolution status
• Monitor and track the incoming incidents
• Log file analysis
• Ticket alerting to representative/ service delivery manager when SLA is exceeded
• Handle the dispatching or escalation of complex requests to 3rd level support after technical analysis (Jira)
• Inform all stakeholders about application-critical relevant topics and events (also by phone)
• Define and document support processes
• Participate at the on-call duty

QualificationsQualificationsQualifications

• Previous relevant work experience
• DataBase knowhow – SQL, Jira, general knowledge of ITIL processes, ITSM
• Analytical thinking, focus on problem-solving, teamwork

THINGS TO KNOW BEFORE DEPARTURE:

• Start: by arrangement - always on the 1st and 15th of the month
• Working hours: full-time ( 40h); 27 vacation days
• Employment contract: Unlimited
• Line of work: Consulting
• Language skills: Fluency in written and spoken English; Nice to have German
• Flexibility & willingness to travel
• Other: a valid work permit
  At a GlanceAt a GlanceAt a Glance

TasksTasksTasks

• Take-over requests via all defined communication channels (e-mail and ticket tools) respecting the defined SLAs
• Record the messages from e-mails in the corresponding ticket tools
• Reproduce the error on Production/Test environment
• Open incidents for development team when necessary, and track the resolution status
• Monitor and track the incoming incidents
• Log file analysis
• Ticket alerting to representative/ service delivery manager when SLA is exceeded
• Handle the dispatching or escalation of complex requests to 3rd level support after technical analysis (Jira)
• Inform all stakeholders about application-critical relevant topics and events (also by phone)
• Define and document support processes
• Participate at the on-call dut

We value the authenticity that comes from bringing your individual strengths into the team. Diversity plays a key role in our culture, and it brings different visions & flavors into the mix.

• We all share a strong team spirit. Every win, big or small, belongs to all of us.
• We always welcome curiosity, creativity, and unconventional thinking patterns.
• We recognize the importance of healthy, tight-knit communities and sustainable environmental changes, and we strive to enact positive change in any form within our reach.
• We’re here to co-create your ideal career growth plan tailored to your professional aspirations