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.
ASTEK Polska jest czołowym dostawcą usług IT i konsultingu. Działamy w ramach grupy ASTEK International – posiadamy długoletnie, międzynarodowe doświadczenie, stale rozbudowywane zaplecze technologiczne, bogatą i wszechstronną wiedzę IT. Nasi wysoko wyspecjalizowani eksperci dostarczają klientom niezawodne, bezpieczne i skrojone na miarę rozwiązania.
Specjalista ds. Wsparcia IT z językiem francuskim
Miejsce pracy: Warszawa
Job Purpose
- Provide premium, remote IT support (voice, chat and email) to inside end users who operate in a fast paced, demanding environment.
Key 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.
Required Education, Experience and Skills:
- 5+ 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
- Fluent French and English
- 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.
- Ability to work in extended hours if required (1st and 2nd shift availability).
Dlaczego warto z nami pracować?
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?