IT Consultant

Currently we are looking for an IT Consultant with a very good (C1) command of English and Spanish. Polish is not necessary. 

Location: Warsaw, Aleje Jerozolimskie

Client:  a medical industry

Salary: 7000-8500 zł gross/month

• Provide phone, email and chat support to remote users. 
• Utilize Standard Problem-Solving methodology to resolve customer issues: o Understand the issue o Understand what is collectively known about the issue o 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.

•  2+ 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. 
• Ability to work in extended hours if required (1st and 2nd shift availability).

• Attractive salary. 
• Stable employment and professional development opportunities in an international environment. 
• Possibility of choosing preferred type of contract. 
• Working for well-known Polish and global brands. 
• Trainings. 
• Interesting, long-term projects. 
• Employee benefits package (private medical care, Multisport card), nice work atmosphere and team-building meetings. 
• Constant support of dedicated Astek Polska manager. 
• Cooperation with specialists in a given field.