IT Support Engineer (Level 1)
Miejsce pracy: Gdańsk
Nr ref.: kb123
Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals.
Currently we are looking for: IT Support Engineer (Level 1)
The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:
- Managing all requests logged into the queue
- Managing client communication on all issues and requests
- Proactively reviewing high level problem management
- Reducing the number of repeat issues through route cause analysis
- Building strong client relationships by becoming a point of contact for clients
- Working with internal departments to mitigate client concerns
Key Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via our customer portal
- Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines
- Manage and complete scheduled tasks on time
- Ensure effective client communications take place
- Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
- Advise the Team Lead of emerging issues
- Adherence to ITIL framework processes
- Share information across your team and department
- Contribute documentation to the shared knowledge base
Knowledge:
- Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Basic technical awareness of IT server infrastructure
- Knowledge of a call management system and its function
- Knowledge of the ITIL framework and its function in IT is desirable
Skills:
- Excellent customer service skills
- Excellent demonstrable English written and verbal communication skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Good team working skills are essential
- Ability to document processes and procedures in a clear, concise and logical manner
Our Client Offers:
- Location: Gdańsk
- Attractive salary
- Relocation package
- Wide range of benefits