ASTEK Polska jest częścią dynamicznie rozwijającej się międzynarodowej Grupy ASTEK. Specjalizujemy się w outsourcingu kadry IT i realizacji projektów informatycznych. Zatrudniamy doświadczonych specjalistów dla liderów z obszarów bankowości, ubezpieczeń, telekomunikacji, hi-tech, farmacji i logistyki w Polsce i za granicą.
Service Support Specialist with German
Miejsce pracy: Warszawa
Miejsce: obecnie zdalnie, po pandemii z warszawskiego biura
Start: wrzesień 2021
Wynagrodzenie: do 8000 PLN brutto, UoP lub do 68 PLN netto + VAT/h, B2B
Praca zmianowa (7.00 – 20.00) od poniedziałku do piątku oraz 1 weekend w miesiącu między 9.00 – 17.00.
Responsibilities:
- Provide phone, email and chat support to remote users
- Utilize Standard Problem-Solving methodology to resolve customer issues- Understand the issue- Understand what is collectively known about the issue- Solve the issue, share your experience
- Troubleshoot and resolve iOS and mobile device issues
- Use Mobile Device Management (MDM) tools to manage and support end user mobile devices
- Troubleshoot and resolve connectivity and VPN issues
- Use VPN / token management tools to administrate and support end user VPN access
- Troubleshoot and resolve functional application issues
- Document reported issues and service provided in the IT Service Management System (Remedy)
- Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing
- Contribute to and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint
- Assist customers with the setup of home/wireless printers on laptops and iPads
- Collaborate with cross functional teams for escalated resolution of application or system level issues
- Advocate for customers by seeking to identify common issues and by working within the business to eliminate future occurrences
- Educate callers with helpful hints or business based best practices
- Assist callers through account or machine lockouts
- Assist users through password resets
- Build Quality into all aspects of their work by maintaining compliance to all quality requirements
Requirements:
- 4+ years + experience in supporting applications on IPad, IPhone and laptops and other mobile devices
- 2+ years of phone support for remote user, with or without remote control capability
- Thorough knowledge of iOS operating system, its upgrades and related troubleshooting
- Moderate knowledge of Android operating system, its upgrades and related troubleshooting
- Knowledge to troubleshoot VPN issues related to Pulse secure, VPN On demand, Pulse client etc. on iPads and Laptops
- Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM Airwatch console to manage user’s mobile devices
- Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support
- Hands on experience on IT Service management tool like Remedy 8.1 or 9
- Excellent customer service and communication skills, both written and oral
- Experience in assisting users on phone calls, emails and chats
- Experience collaborating with cross functional teams for escalated sales application issues
- Availability to shift work from 7.00 am to 8.00 pm, Monday - Friday; once a month work on weekends (9.00 am - 5 pm)
- Very good knowledge of German
- Good knowledge of English
Dlaczego warto z nami pracować?
- Solidne fundamenty
- Ambitne projekty
- Indywidualny rozwój i przyjazna atmosfera
- Znane marki
- Inspirujący liderzy
- Elastyczność
- Dodatkowe korzyści
- System poleceń
Więcej informacji na temat Twoich danych przetwarzanych przez ASTEK Polska Sp. z o.o. znajdziesz tu: www.astek.pl/polityka-prywatnosci
Dlaczego warto z nami pracować?
- Solidne fundamenty
- Ambitne projekty
- Indywidualny rozwój i przyjazna atmosfera
- Znane marki
- Inspirujący liderzy
- Elastyczność
- Dodatkowe korzyści
- System poleceń