- Managing incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and the ticketing system.
- Participating in on-call duty.
- Creating, categorizing, resolving, and documenting tickets.
- Serving as a liaison with system specialists and other departments.
- Controlling, monitoring, and delegating tickets based on SLAs.
- Documenting solution descriptions and maintaining the knowledge database.
- Providing training for new team members.
- Delivering high-quality customer support to end users and assisting with inquiries regarding IT applications and systems.
- Handling major incidents and communicating updates to management and departments.
- Conducting remote troubleshooting for end users.
Requirements
- Interest in IT and motivation to start a career in the field
- Customer-oriented mindset with a helpful and positive attitude
- Confident communication skills in Hungarian, German, and English
- Basic understanding of PC hardware, Windows environments, and common software applications
- Familiarity with Microsoft 365, Active Directory, or remote support tools is an advantage
- Willingness to learn new technologies and processes
- Strong communication and teamwork skills
- Reliable, solution-oriented, and able to stay calm under pressure
- Previous customer service experience (e.g. retail, hospitality, call center) is an advantage but not required
Benefits
- Start your career in a visible and responsible IT support role within an international environment
- Gain insight into the IT operations of the defense and automotive industries
- Access professional training opportunities, mentoring, and internal learning programs
- Enjoy a flexible work environment with a Budapest office and the possibility of up to 100% remote work
- Join a supportive team with long-term career growth opportunities