QT Technologies Ireland Limited
Job Area:Information Technology Group, Information Technology Group > IT Support Analyst
Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in.
About the role
You will provide first level technical support through German with an emphasis on customer service for any technical issues experienced by Qualcomm employees worldwide. These will include but not be limited to: OS issues (Windows, MAC, Linux, UNIX), networking, enterprise applications, PC issues (file, print, drivers, peripherals, applications, remote access, etc.). You will also resolve issues as they arise and escalate to the appropriate internal technology groups to ensure resolution.
Answer incoming German language customer phone calls, chat sessions, and e-mail while providing superior customer service.
Responsible for the ownership of incident creation, resolution and closure, and showing a commitment to quality technical support.
Utilise current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests.
Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution, while demonstrating adaptability to technical changes.
Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customers issue.
Share knowledge; create new or amend existing Knowledge Base articles to improve groups performance.
References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfil the principal duties of the role and possesses the required competencies.
Collaborate well with others across IT teams, departments, and different geographies.
High School Diploma or equivalent.
1+ years experience in IT or Engineering Support or related area. 1+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Help-desk support experience with computer hardware, software, and networks strongly preferred
Fluent spoken German, and clear written German. English also required, as many issues would escalate to English speakers
Practical experience in the computing industry and corporate service-desk computing environment
Experience with two or more of the following: Windows, UNIX, MAC, or Linux
*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfil the principal duties of the role and possesses the required competencies.
Help-desk support experience with computer hardware, software, and networks strongly preferred.
Customer service, technical training and/or industry standard certifications preferred.
Associates, technical or bachelors degree in IT related field preferred.
IT-relevant work experience / work experience without a bachelors degree will also be considered.
Qualcomm Cork, a greenfield site based in the beautiful harbour city of Cork opened its doors in August 2013 and has been growing ever since across our QCT Engineering, OneIT and HR teams.
Where you will be working
Cork has a proud reputation as Ireland's second largest economic engine and is now one of the Top 20 location choices in Europe with 39,000 people being employed by over 170 overseas companies.
There's a growing diversity in the region with people from many nationalities relocating to Cork, relishing the opportunity to work and live in a location that offers an excellent quality of life.
A gateway to Europe, Cork airport provides access to almost 50 international destinations including transatlantic air routes.
What's on Offer
Apart from working in an open, relaxed and collaborative space, you will enjoy:
Salary, stock and performance related bonus
Employee stock purchase scheme
Matching pension scheme
Relocation and immigration support
Life, Medical, Income and Travel Insurance
Subsidised gym membership
Bicycle purchase scheme
As much Nespresso as you can handle!!!
Free fruit every Monday and Wednesday
Employee run clubs, including, running, football, chess, badminton + many more
We are an Equal Opportunity employer; all qualified applicants will receive consideration for employment without regard to race, colour, religion, sexual orientation, gender identity, national origin, disability, veteran status, or any protected classification.
Employees in Cork have a strong sense of community. We are encouraged through the philanthropic endeavours of the Qualcomm Foundation to support causes that matter to us.
WE INVENT THE TECH THE WORLD LOVES, SO IF YOU ARE INTERESTED IN LEARNING MORE [...] to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.
Applicants: If you are an individual with a disability and need an accommodation during the application/hiring process, please call Qualcomm’s toll-free number found here for assistance. Qualcomm will provide reasonable accommodations, upon request, to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. Qualcomm is an equal opportunity employer and supports workforce diversity.
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