Responsabilități:

▪ Stefanini provides outsourcing services, allowing businesses to delegate their IT operations to Stefanini's expert
teams.
▪ As a Support Engineer I provided Tier 1 support to Stefanini customers, ensuring that all their problems are
solved as soon as possible.
▪ Core responsibility #1. First-line Support - Responding to incoming inquiries via various channels such as
phone, email, or chat, and providing initial troubleshooting assistance.
▪ Core responsibility #2. Ticket Management - Logging and documenting support requests using a ticketing
system such as ServiceNow, Salesforce and Jira.
▪ Core responsibility #3. Escalation Management - Identifying issues that require escalation to higher-level
support teams or specialized technicians.

Responsabilități:

ProOptimus S.R.L deals with providing customer support for those who are facing software or hardware
difficulties.
▪ Core responsibility #1 was to provide Tier 1 & Tier 2 support to customers (both on-site and remote). I was
capable of making efficient, responsible, and fast decisions.
▪ Core responsibility #2 involved performing IT equipment maintenance, checking its status, and updating as
needed.
▪ Core responsibility #3 beside dealing with IT equipment malfunctions, I was involved in ensuring minimal
disruption for staff, hence maintaining low downtime.