IT Service Desk Engineer

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

A Career at HARMAN Digital Transformation Solutions (DTS)

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN DTS, you solve challenges by creating innovative solutions.

· Combine the physical and digital, making technology a more dynamic force to solve challenges and serve humanity’s needs

· Work at the convergence of cross channel UX, cloud, insightful data, IoT and mobility

· Empower companies to create new digital business models, enter new markets, and improve customer experiences

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 Incident, 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, reset passwords, create 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 defined matrix and chase them until closure
• Take ownership of user IT issues and follow up 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 to Be Successful

• Excellent English communication skills (written and verbal) and telephone call handling etiquettes
• 2 to 4 years 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 emphasis on Windows 10 and Office 2010
• Experience in using and troubleshooting Outlook (2013 and above) in a network environment (permissions, calendar sharing, delegation)
• Minimum Education: Graduate in Engineering or Science
• Strong communication skills, both verbal and written (English & Hungarian language)
• Work well in team environments and be self-motivated/self-starter
• Strong listening skills and the 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 24*7 environment
• Able to derive results in an ambiguous setting and accomplish results in line with business needs

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Cafeteria
• “Be Brilliant” employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

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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.