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General information

Location:
Pécs - Baranya, Hungary
Worker Type Reference:
Regular - Permanent
Pay Rate Type:
Salary
JOB ID:
R-38706-2024

Description & Requirements

IT Service Desk – L1 Engineer (Hungarian language & English Language – Dual Proficiency)

What You Will Do

  • Act as a single point of contact for all modes of support such as phone calls, chat, web portal, and emails from customers regarding their IT issues and queries
  • Basic and intermediate level of understanding related to Incidents, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs, etc
  • Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups etc.
  • 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, iPhone, Exchange & Active Directory)
  • Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
  • Escalate unresolved calls to the appropriate support groups as per the defined matrix and chase them until closure
  • Take ownership of user IT issues and follow up on the status of problems with respective work groups on behalf of the end-user
  • Communicate progress on Incidents and Service Requests in a timely manner back to the end user
  • To maintain a high degree of customer service for all support queries and adhere to all ITIL & ITSM principles
  • Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • Handling major incidents by coordinating with multiple teams
  • An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
  • Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable

What You Need

  • Excellent communication skills (written and verbal – Hungarian and English) and telephone call-handling etiquette
  • 1 to 2 years of previous IT Service Desk experience required
  • Incident Management experience (Managing incidents including business expectations and communication)
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft-based operating systems with an emphasis on Windows 10 and Office 2010
  • Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
  • Minimum Education: Graduate in Engineering or Science

What Makes You Eligible

  • Strong communication skills, both verbal and written

    Primary Language Skill (Read, Write & Speak) – Hungarian

    Secondary Language Skill (Read, Write & Speak) - English

  • Work well in team environments and be self-motivated/self-starter
  • Strong listening skills and ability to innovate and brainstorm around business ideas and needs
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results-driven in a 24*7 environment
  • Able to derive results in an ambiguous setting and accomplish results in line with business needs

Work Hours

  • 8 x 5 (Local Business Hours), however, primarily driven by business criticality and needs - when the situation demands/warrants flexibility

What we offer 

#HarmanEmployees

  • Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.

  • Access to employee discounts on world-class HARMAN/Samsung products (JBL, Harman Kardon, AKG, etc.)

  • Professional development opportunities through HARMAN University’s business and leadership academies.

  • An inclusive and diverse work environment that fosters and encourages professional and personal development in an innovative and collaborative culture.

  • “Be Brilliant” employee recognition and rewards program.

  • Work on best-in-class emerging technologies and an atmosphere that pushes you to give your best.

#LI-AB3


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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.