Technical Remote Specialist L1

Who We AreCDS, a Hewlett Packard Enterprise company (CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.CDS is present in 11 European countries with more than 1,700 employees and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.Who are we searching for?We have a new opportunity in our Internal IT department.The successful candidate will work in team of 4 Support agents, supporting the Internal IT Infrastructure, Business Applications, IT Services and Resolve User IT Issues. Supported by more senior technicians in the wider team when needed.Provides support (mainly remotely, based on a customer/CDS site) for end users and engineers – typically software/system/networking support via remote tools, with basic hardware knowledge to diagnose infrastructure issues; diagnosing and solving customer problems over the phone, via web collaboration.Responds to a service request using remote diagnosis, documentation, and/or knowledge databases within agreed timeframes.Will perform suitable information gathering, analytical troubleshooting, and problem research.Qualification of hardware cases involves diagnosis and recommendation of parts for the on-site engineer, or direct shipment to the customer, including replacement of whole units.In all cases where a problem gets too complex, responsible for timely elevation and/or escalation, this can include onsite training for engineers and the Client, on-site attendance to fix and/or review systems, and escalation to/collaboration with the next line of support, at least includes administration, migrations, updates related to software, system, and networkingShould continuously utilize on-site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.This is an excellent opportunity for someone with an understanding of IT and wanting to work with an experienced team of technicians.Training will be undertaken on the job; the successful candidate must demonstrate a willingness to learn and would preferably be have an interest in an IT discipline, such as cloud technologies or development.This is an excellent opportunity for someone with an understanding of IT and wanting to work with an experienced team of technicians.Training will be undertaken on the job; the successful candidate must demonstrate a willingness to learn and would preferably be have an interest in an IT discipline, such as cloud technologies or development.Responsibilities:Resolve 1nd line service requests across a specific set of technical problems, which will escalate outside of this set.Answer software/hardware/systems and networking questions and issues, will manage the desktop remotely.Understand and be able to respond to issues with network ports and software patches.Demonstrate technical knowledge to prevent problem reoccurrence, including training end users.1nd line service calls across limited skill setComplexity and problem solving:Provides solutions to a variety of technical problems of low to moderate complexity.Knowledge & Expertise:Has working knowledge and skills to perform a defined set of operational processes.Working towards appropriate software qualifications/accreditationsCollaboration & InfluenceAbility to build and maintain ongoing relationships with customers.Escalation point for more junior engineers.Level of AutonomyWorks under general supervision.Follows established procedures.Requirements:Able to demonstrate knowledge of Windows 11, Microsoft Office suite and other Microsoft applications.Knowledge of Microsoft 365 / Microsoft Azure.Basic understanding of Network protocols.Basic knowledge of IT in General.Demonstrates Passion for IT & New Technologies.Good communication skills, able to communicate effectively at all levels and across different teams within the organisation both written and verbally in English.Able to work cooperatively in a team as well as on their own and work to deadlines.Flexible & Committed.Awareness of the sensitivities of working with highly confidential information whether it be verbal or written (confidentiality agreements may need to be signed for some projects).Demonstrates a 'can-do' spirit that creates energy, ownership and personal commitment to others.Knowledge of Microsoft Active Directory, password resetting, account unlocking etc.Knowledge of Microsoft SharePoint.Understanding of Internet Explorer and other Web Browsers.Windows Server administration.Laptop Hardware Support.Preferably at least one qualification in an IT discipline.ITIL.Why HPE CDSLocation(s): BulgariaWorking place type: hybrid (2/3 days office-home flexible)Schedule: Full TimeSo be challenged. Be inspired. Help us deliver the difference.At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.Our Company is focused on growth and the Functions Teams are a key enabler in delivering on our strategic goals. Join our team to make a difference.Visit our privacy policy here:https://myrecruitment.hpecds.com/vacancies/privacy.htmlHere you can access our GDPR policy:https://www.hpe.com/us/en/legal/privacy.htmlCome to CDS, we are waiting for you!!#SuccessThroughPeople#WeDeliverTheDifference