Titlu Job: Application Support
Lateral is a company that delivers design and technology with passion for clients on 3 continents (North America, Europe and Asia). We are a team of over 90 talented professionals located in 4 offices (California, Oradea, Targu-Mures & Cluj-Napoca).
As part of our team, you will have the opportunity to work with world-class talent on unique interactive projects.
Responsibilities
* Provides primary support for customers/ end-users via phone and email, in respect of agreed SLAs;
* Provides basic troubleshooting steps, gathers relevant data from users in order to route the issues to the responsible workgroups;
* Researches hardware and software problems for end users by applying standard procedures and best practices; Among others, the following items will be supported:
o Most common browsers
o Android and iOS devices support
o Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.)
o VPN Connectivity
o Windows Environment
o Hardware such as Laptops, Desktops, Peripherals, Phones, Tablets, etc.
* Provides users with updates as requested and documents them in the service ticket.
* Based on routing documents, routes and/or escalates more complex requests to the appropriate support workgroup providing case documentation and significant information regarding performed steps.
Experience, Qualifications, Skills and Technologies
* University studies, preferable in IT
* 1-2 years’ experience in technical support via phone (call-center model)
* 1-2 years’ experience working with Microsoft operating systems and applications
* Work experience with website support
* Experience to train end-users via phone on how to work with hardware and software systems
* Experience in supporting mobile devices (Android, iOS phones and tables)
* Hardware knowledge including laptops, desktops and servers
* Excellent skills of written and verbal communication in English
What we offer:
* Amazing Team
* Flexible schedule, but highly disciplined and self-managed
* Significant growth opportunities
* Performance-based bonuses
* Marriage and new baby bonus
* Yearly offsite trip
Apply below and tell us who you are and what you’ve done. Let your previous experience speak for you. We look forward to getting to know you!
