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L2 Technical Remote Support Engineer with German
  • Wrocław
L2 Technical Remote Support Engineer with German
Wrocław, Wrocław, Lower Silesian Voivodeship, Polska
Genpact PL
3. 11. 2024
Informacje o stanowisku

responsibilities :


  • Ensuring coverage of the hotline in specified times according to the schedule created by the team lead
  • Early and late duty in specified times incl. weekends and holidays, as well as on-call duties
  • Independent takeover and processing of tasks from the queues that belong to the work area in compliance with the priorities
  • Support the remote team
  • Support with rolling out software products
  • Support with commissioning in the digital area (remote)
  • Active communication with partners and customers
  • Participation in projects with stakeholders such as Sales, Quality etc.
  • Processing of internal requests in technical matters
  • Processing of requests in technical matters of the partners
  • Create / prepare tickets for Product SMEs(Level 3)/R&D
  • Compliance with the requirements from the Team Lead
  • Achieve and contribute to the increase of the solution rate L2
  • Support of L1 remote support in day-to-day business and in case of problems and thus continuous training of the team to increase their skills and handover of L2 topics (shift/left)
  • Expand knowledge through continuous training to keep up to date on new changes or product launches
  • Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects
  • Adhere to internal/external business metrics
  • Utilize and provide constructive feedback on implementation of new tools and systems
  • Meeting deadlines for mandatory trainings
  • Lean thinking
  • Specialization in various product areas
  • May perform other duties as required

requirements-expected :


  • Technical/Mechanical engineering education or similar relevant qualification
  • Knowledge of customer communication
  • Qualifications in customer service or customer-facing organizations
  • Understanding of medical device business and handling of medical devices
  • Innovative, open minded understanding of relevant topics
  • Interest in Lean and Agile methodologies
  • Understanding of Service Desk processes
  • Understanding of the expectations of our external and internal partners
  • Very good teamwork and communication skills
  • International networking with all service desk colleagues
  • Mastery and promotion of the company values
  • Proficiency in German and English technical language. Other European languages are considered a plus
  • Travel requirements: Less than 25%
  • Shift Requirement: Regular working hours

offered :


  • Attractive salary
  • Stable job offer – employment contract
  • Various trainings (initiating, soft skills)
  • Possibility of development in a new project
  • Benefits (Insurance, Luxmed, Multisport, additional vacation days)

benefits :


  • sharing the costs of sports activities
  • private medical care
  • sharing the costs of professional training & courses
  • extra leave
  • Free access to our award-winning learning platform

  • Praca Wrocław
  • Wrocław - Oferty pracy w okolicznych lokalizacjach


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