1st Line Client
Support Engineer
Support Engineer
Develocraft is looking for 1st Line Client Support Engineer for one of our international clients who provides hybrid IT solutions.
Miejsce pracy: Gdańsk
1st Line Client Support Engineer in this project will be responsible for:
- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
- 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 processes
- Contribute documentation to the shared knowledge base
- Ensure all changes are documented through the change management process
- Execute change management tasks in line with defined processes
- Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
- Assist and mentor team members in our clients structured approach to troubleshooting problems
- Act as a role model and mentor for fellow team members
What do we need from you to join in this project:
- At least 1 year experience in an IT role i.e. Helpdesk
- Knowledge of a call management system and its function
- Knowledge of ITIL and its function within IT
- Excellent customer service skills
- Excellent demonstrable written and verbal communication skills
- Confidence in liaising with other personnel
- Ability to multi-task and work well under pressure
- Good team working skill essential
- Ability to document processes and procedures in a clear, concise and logical manner
- ITIL certification desirable
- Able to communicate in groups with confidence and conviction
- An understanding of Infrastructure technologies including OS, Storage and Networking
- Demonstrable experience of working in an IT infrastructure focused helpdesk role
- General understanding of internet/ecommerce technology and its importance to organisations
- Basic technical awareness of IT server infrastructure
- Knowledge of the ITIL framework desirable
- Additional preferred knowledge: VMware, ITIL, Scripting, Public Cloud
- Fluent English
What we can offer you in this project:
- Contract of employment
- Multisport card
- Private life insurance & health care
- Lunch card
- Training budget
Salaries depend on experience:
- 6k – 8k PLN gross monthly