IT Specialist - Lufthansa Intouch

Lufthansa Çağrı Merkezi Ve Müşteri Hizmetleri Tic. A.Ş.

Purpose of Role

As a Lufthansa InTouch Group function, the IT Specialist role is responsible:

• to provide advanced technical support to the 1st Level InTouch Service Desk Consultants Team,
• to comply with all Local and Global IT and Security standards
• to support the IT Teamleader

Work Performed

• Support the IT Team leader with Incident, Change, Capacity, Asset and Configuration management
• Respond to Lufthansa InTouch technology incidents via Managed Engine system
• Provide regular 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 IT 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
• Always maintain infrastructure knowledge to ensure consistent support delivery
• Other duties consistent with the position

Required Knowledge and Experience

• 2-4 Years work experience in a Contact Center technical environment is essential
• Relevant IT qualification highly advantageous
• Understanding and experience in supporting Security environments (2FA, Active Directory, VPN)
• Well-developed knowledge of telecommunication (voice and data networks) technology
• ITIL Services framework understanding is essential

Personal Competency Requirements

• Very good verbal and written communication skills
• Advanced analytical with problem solving skills
• Flexible, self-motivated and proactive
• Able to function effectively within a multilingual and multicultural environment
• Developed interest in the Contact Center industry and its processes
• Fluency in English and Turkish
• German is an advantage
  
• Team player
• An ability to implement processes and procedures
• Must be able to work under pressure in a fast paced environment
• Quick learner