IT Operations Technician Bucharest

IT Operations Technician
Bucureşti
Bucharest, Bucharest, Romania

Role Summary

Our IT teams support more than 5, 000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a
-
- class service, exceeding our end user expectations globally.

Scope

Provide technical support to clients experiencing hardware, software, and networking issues, utilizing incident management fundamentals, and ensuring end user computer devices are ready for use, whilst striving to master IT fundamentals.

Including:

Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.

Follow established Standard Operating Procedures (SOPs) for IT processes.

Support onboarding of new employees

Actively manage
-
- day tickets and workloads, including clear ticket notes

Learn how an ITSM platform is used within the IT service organization.

Customer Focused

Customer Satisfaction Score - CSAT

Customers are satisfied with the responsiveness, professionalism, and outcome of the IT service interaction.

First Time Response – FTR

Tickets are resolved without handing to the next level of escalation.

Resolution Time

Provide excellent customer service commitments, measured through OLAs, SLAs

Internal Quality Rating (IQR)

Provides excellent customer updates

Integrity

Regulatory controls, information security guidelines, and company policies are effectively managed, and monitoring reveals no deficiencies.

Deliver on our commitments or be open if they are not achievable.

Be genuine, consistent, and honest in all our communications.

Make time to discuss your colleagues’ interests, concerns and help where needed.

Ensures Accountability

Customers perceive their requirements to be accurately articulated and are satisfied with the quality of support provided.

Tickets are handed over between teams with clear and concise details on the ticket explaining what has been done, customer status and what is now required.

ITSM tickets meet our Internal Quality Rating (IQR) requirements.

Tickets are closed quickly but are resolved with quality.

Demonstrates Self-Awareness

Understand the IT Goals and Principles

Escalates issues appropriately to achieve optimal business solution/results ( tickets, project actions, etc. )

Self-Development

Be motivated and take initiative to
- develop.

Owns Individual Learning Plan (creation, actions on plan, filling knowledge gaps) and seeks to have continuous career growth.

Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos? - Sophos operates a
- first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information. - Our people – we innovate and create, all of which are accompanied by a great sense of fun and team
- Employee-led diversity and inclusion networks that build community and provide education and
- Annual charity and fundraising initiatives and volunteer days for employees to support local
- Global employee sustainability initiatives to reduce our environmental
- Global fitness and trivia competitions to keep our bodies and minds
- Global wellbeing days for employees to relax and recharge - Monthly wellbeing webinars and training to support employee health and wellbeing