User and Systems Support Specialist (m/f/diverse)
As a Lufthansa InTouch Group function, the User and Systems Support Specialist role is responsible, to provide advanced technical support to the 1st Level InTouch Service Desk team of Consultants, and comply with all Global IT and Security standards to support the User and Systems Support Teamleader.
Facts
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Location
Cape Town
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Employment level
Graduate programs, Dual Studies, Bachelor / Master thesis, Leadership Level
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Function
Infrastructure Management, IT
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Working time
Full time
- Support, mentor, and serve as an escalation point for Service Desk Consultants
- Support the User and Systems Support Team leader with Incident, Change, Capacity, Asset, and Configuration management
- Respond to Lufthansa InTouch technology incidents via Managed Engine system
- Provide analysis of Helpdesk tickets along with recommendations for improvement
- Consult and liaise with Tier 3 Support for assistance and escalations
- Create/modify voice services with the assistance of Tier 3 Support
- Provide Teamleader with licensing, concurrency, and system resource data required for monthly reporting
- Manage/govern configuration across cloud and centralized systems with the aid of support vendors
- Maintain infrastructure knowledge to ensure consistent support delivery
Health Plan, Employee Assistance Program, Flight benefits, Remote working (e.g. from home)
- 3-5 yrs experience in a Contact Centre technical environment
- IT qualification is highly advantageous
- Understand and experience supporting Genesys service center environments (Genesys SIP)
- Understanding, and experience supporting Virtual Desktop environments (Citrix)
- Highly, developed understanding and experience in supporting Security environments (2FA, Active Directory, VPN)
- Well-developed knowledge of telecommunication (voice, data networks) technology
- ITIL Services framework is essential
Personal competency requirements:
- Flexible, self-motivated, and proactive
- Advanced analytical with problem-solving skills
- Developed interest in the industry and its processes
- Fluent in English
- Good verbal/ written communication
- To implement processes and procedures
- To work under pressure in a fast-paced environment
We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
www.lh-intouch.com
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