- Providing first/second level customer support for all IT Services and provide initial Incident diagnosis and where possible first level resolution (Incidents and Requests) according to SLA,
- Through rotation and roster provides IT support including fixing desktop / laptop / mobile device hardware and software issues and faults and Service Requests (queries, installations, moves, adds and changes),
- Supporting Microsoft operating systems and applications,
- Writing and updating technical knowledgebase documentation,
- Suggesting continuous improvement ideas that can expand to the broader team.
- work in 24/7 shifts (permanent 3 shifts from Monday to Friday, phone calls on weekends)
- Proficient in written and verbal communication in the English language (min B2 level) - we do not require knowledge of Polish
- 1-2+ years experience in a technical support environment, call center, or help desk preferred
- 2 years experience in troubleshooting Microsoft based server & desktop operating systems issues
- Good knowledge and experience in troubleshooting of: Active Directory, Office365 Business, TCP/IP networking, firewalls, switches, Group Policy, DHCP, DNS
- Printers (errors, printer configurations, including reinstalling drivers and changing printer options within Windows)
- Enterprise anti-virus suites (Webroot Secure Anywhere Business Endpoint Protection)
- Back-up technologies (ie. Datto)
- Knowledge of ITIL best practices
The candidate:
- Excellent customer service (willing to go the extra mile)
- Excellent communication skills (strong written and verbal communication skills)
- Has interest in learning about current/new/future technologies to help the Company, customers, themselves, and their team,
- Be able to manage/prioritize their own workload so tasks can be completed to a customer's satisfaction and meet Service Level Agreements where necessary
- Flexible, enthusiastic, hardworking & committed to a career within IT
- Excellent analytical and troubleshooting skills
- Good interpersonal skills (empathy, verbal dexterity, etc.)
- Ability to learn new systems and processes quickly
Additional advantages:
- Technical Certifications: ITIL foundation, SDI, CompTIA, A+, MSCE a plus
- Employment based on employment contract
- Attractive salary
- Benefit package:
- medical care
- Multisport card
- life insurance
- English language co-financing
- Internal, external and industry training
- Ability to certify skills - paid by the company
- Opportunities for professional development for expert positions
- Experience in an international company