IT Support Engineer

DNV Germany Holding GmbH; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global IT services provider is seeking an IT Support Specialist to join the Global Service Desk team. The role involves providing exceptional customer service, troubleshooting system issues, and managing multiple open tickets. Ideal candidates will have a bachelor's degree in relevant fields, strong English communication skills, and a service-minded attitude. Familiarity with Windows 11 and Microsoft Office 365 is crucial. The position requires a willingness to work in rotational shifts.

Qualifications

• 2 years of working experience in support or technical roles is preferable.
• Willingness to work in rotational shifts.
• Recent support centre/technical support experience (at least two years full-time) preferred.

Responsibilities

• Provide exceptional customer service by resolving incidents on the first contact.
• Troubleshoot system issues and manage multiple open tickets.
• Provide basic in-house training to end-users.

Skills

Customer service skills

English proficiency

Attention to detail

Problem-solving skills

Education

Bachelor's degree in Electronics, Telecommunications, Informatics or related fields

Tools

Windows 11

Windows Server

Microsoft Office 365

Job description

About GSS

As the internal support organization for DNV and DNV owned companies, we deliver shared services within Human Resources, Finance, IT and Real Estate & Procurement to DNV globally. Our mission is to enable DNV to grow, succeed with its business goals and improve competitiveness. Customer experience is at the core of everything we do. GSS is responsible for many of the tools, processes and daily routines that create the backbone of DNV.

Global Shared Services IT (GSS IT) is the DNV IT organisation responsible for delivering a wide range of IT capabilities and services to business units, corporate units, and end-users worldwide. With nearly 400 employees globally, GSS IT serves as the internal IT service provider for DNV, playing a crucial role in system evaluation, development, and integration.

We are currently seeking an IT Support Specialist to join our Global Service Desk team based in Pune, India.

Responsibilities

• Provide exceptional customer service by resolving incidents on the first contact when possible.
• Ensure adherence to Service Level Agreements (SLAs).
• Troubleshoot system issues, multiple applications, and network problems.
• Prioritise and manage multiple open tickets simultaneously.
• Take ownership of registered cases, tracking the progress of all calls and following up with customers to ensure their satisfaction with the resolution.
• Follow established processes to deliver high-quality service to both internal and external customers.
• Provide basic in-house training to end-users.
• Participate in testing new releases or contribute to virtual teams in project work.
• Represent the service desk at team and department meetings when required.
• Develop and maintain your knowledge and skills, staying up to date with new processes, procedures, and developments.
• Contribute to and utilise the knowledge base system.

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

Qualifications

• Bachelor's degree in the faculty of Electronics, Telecommunications and Informatics or other relevant fields.
• 2 years of working experience is preferable.
• Proficiency in English: strong verbal and written communication skills (the working language is English).
• Willingness to work in rotational shifts.
• Extremely detail-oriented and able to consistently follow team procedures and documentation.
• Recent support centre/technical support experience (at least two years full-time) preferred.
• Working knowledge of Windows 11 desktop.
• Working knowledge of Windows Server basics (Active Directory, Network Sharing, Permissions, Management Console).
• Working knowledge of Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint).
• Ability to quickly learn several proprietary applications that are core to our business.
• Service-minded attitude that will create a positive impact on end users.
• Excellent customer service skills, including the ability to work with users of all skill levels.

Security and compliance with statutory requirements in the countries in which we operate is essential for DNV. Background checks will be conducted on all final candidates as part of the offer process, in accordance with applicable country-specific laws and practices.