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Application Operations Engineer / Mobility

  • GE Digital
  • Experienced
  • Posted 7/26/2017 4:44:40 PM
  • 2864515
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): Hungary; Budapest


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary:
The Digital Workplace Solutions (DWS) within Digital Technology is responsible for delivering world class end user support.
In this role, you will deliver L2 support on Personal Telecom, mobility, audio conferencing and global Wi-Fi services across EMEA collaborating between L1/L3, Service owners, and operations. The role will work hand in hand with operations as a technician on the L2 support team in identifying & resolving issues directly with end users and vendors.

Essential Responsibilities:
Based on the complexity of issues, this role will strive to provide excellent customer service to GE Businesses.
It includes:

  • Effectively manage escalations to resolution
  • Partner with product teams to plan and test automation solutions
  • Engage with mobile carriers to trouble shoot and resolve hardware/service related issues
  • Provide mobile device management (MDM) support across multiple platforms such as iOS and Android
  • Support quality initiatives for continuous service improvement & optimization
  • Assist in facilitating service requests such as procuring, provisioning and managing personal telecom assets across multiple providers
  • Drive to increase the business Net Promoter Scores (NPS)
  • Identify efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools and other programs such as “shift left” within the Mobility/Telecom space
  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
  • Provide support for acquisitions and divestitures to ensure seamless transitions into and out of GE
  • Partner with other regional teams and services owners to share and promote best practices and lessons learned
  • Work closely with the Quality, Knowledge, and Shift Managers within EMEA region

    Qualifications/Requirements:

    • Bachelor's Degree in Computer Science, Information Systems or HS Diploma/GED with strong IT experience
    • Some experience in mobility/telecom services
    • Excellent analytical and problem solving skills
    • Ability to work both autonomously and in constant collaboration with product owners, operations, and end users.
    • Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates
    • Excellent organizational, interpersonal and written communication skills are a must
    • Able to successfully interact with all levels of the organization
    • Strong work ethic & desire to learn
    • Must work out of GE Office in Budapest

      Desired Characteristics:

      • Experience working in a global atmosphere
      • French language skills a plus
      • Knowledge and experience with ServiceNow
      • Demonstrated ability to drive results in a dynamic and fast pace environment
      • Drives change initiatives & strategies

        Locations: Hungary; Budapest
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