Service Desk Technician (1st level)

at  Recruitment Room

COMPANY MISSION

We’re uniquely positioned to support transit bus and rail car manufacturers as well as public transit operators around the globe. We’re developing and delivering technology with tangible benefits to public transit.

KNOWLEDGE

• Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• German Language — Knowledge of the structure and content of the German language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Engineering and Technology — Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

SKILLS

• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

ABILITIES

• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

• User Support: Provide first-line technical support to end-users via phone, email, chat, or in person, ensuring timely resolution of IT-related issues.
• Troubleshooting: Diagnose and resolve hardware, software, and network problems, escalating complex issues to appropriate teams when necessary.
• Incident Management: Log, track, and prioritize support requests using a ticketing system, ensuring accurate and timely documentation of all incidents and resolutions.
• Password and Access Management: Assist in password resets, account creations, and access provisioning and deprovisioning as per company policies.
• Software Installation and Updates: Install, configure, and update software applications, ensuring compatibility and adherence to licensing agreements.
• Hardware Support: Provide assistance with hardware setup, maintenance, and replacement, including computers, printers, and peripherals.
• Remote Support: Offer remote assistance to remote or off-site employees, guiding them through technical issues or performing remote troubleshooting when possible.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating documentation and FAQs to aid end-users in solving common issues.
• Training: Assist in training employees on basic IT processes and best practices.
• Compliance: Ensure that all support activities comply with company policies, security standards, and regulatory requirements.