Since starting up over 14 years ago, we have been pioneers in the online video industry – which is often described as the future of TV. Today, we are growing faster than ever but our culture remains the same: everyone who works for us gets the opportunity to make an impact. We believe this focus on individual responsibility is key to our success.
We are looking for candidates for the position of
Front Office Operator/Service Desk
Location: Warsaw
Main responsibilities:
- Handing of Incidents/Service Requests from reception until closure and assurance of the time restoration within SLA
- Correct understanding, translation and assignment of incidents to the right group, following processes and procedures
- Follow-up on incidents registered but not solved, escalated, referred or cleared but not closed
- Creation of Trouble Tickets in the TT Management system based on automated monitoring tools/customer notifications (telephone, email)
- Creation/update of Knowledge Base with actions taken for resolution of the incidents/problems
- Interaction with other technicians within the team and other parts of organization
- Support Problem Management root cause analysis of errors related to customer complaints through reports on Trouble Ticket lifecycle
- 24/7 work in the office in Warsaw (3 shifts)
Qualifications:
- Excellent command of English language (B2/C1 based on http://en.wikipedia.org/wiki/Common_European_Framework_of_Reference_for_Languages),
- Experience in administration/troubleshooting of following systems (Ubuntu, Citrix Xenserver 6, Windows Server/Desktop)
- Experience in administration/troubleshooting of following services (dns, apache, tomcat, mysql)
- Experience in programming - php, C#
- Experience in 1st/2nd line of support in 24/7 organization
- Experience in work with Trouble Ticket Management application (Remedy or similar)
- Experience in administration/basic troubleshooting of storage systems - FreeNAS, Oracle storage will be additional advantage
- Use of IT monitoring tools (Nagios, Cacti, Observium, New relic)
- Experience in support of multimedia delivery (VoD) platforms will be an advantage
- Communication and Presentation skills for customer support
- Stress resistance, Perseverance, Accuracy and Customer focus
- Takes initiative
- Multi tasking capabilities
- ITIL certificate – will be an additional advantage
What Xstream offers you:
- You can expect salary form 6 000 to 9 000 PLN
- Opportunity to choice - if you meant to be employed under a regular contract of or as a B2B contractor
- Xstream’ly great package of benefits such as medical care, prepaid cards
- Multilunch and Multibenefit (including multisport) and many others
- Becoming a part of a very high qualified team, for which work is a passion.