FEEL THE THRILL OF CREATIVE EFFORT AND ACHIEVE THE IMPOSSIBLE
IT Infrastructure L2 Desktop Support Specialist
Location: Wrocław
Key Responsibilities:
- Daily environment health check and pre-shift communication
- Incident queue coverage in shift patterns
- Clearly document support issues and all steps performed in SNOW ticketing tool
- Update cases and communicate with clients on a daily basis or as required until issue is closed
- Escalate customer issues through the proper channels
- Recognize and prioritize tasks arriving to dedicated queue
- Provide all internal clients with a dedicated, positive and efficient service at all times
- Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others
- Ensure top quality of data for incidents handled by the team
- Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction
- Update cases and communicate with clients on a daily basis or as required until issue is closed
Essentials Skills and Qualifications:
- Fluent written / spoken: German, French, Italian
- Fluent written / spoken English
- Ability to resolve complex technical problems
- Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices
- in-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7
- Distributing, installing, updating and uninstalling software applications
- Manage cases according to defined severities and case priorities to meet client’s expectations
- Must possess strong sense of ownership of client relationships
- Excellent verbal and written communication skills
- Proven extensive experience of supporting an end user environment
- Keen on providing remote support by phone, chat and remote assistance session
- Working knowledge of Active Directory and group management
Your benefits:
- Employment agreement or B2B contract - it depends on your preferences
- Competitive salary, which depends on your skills and qualifications
- Remotely trainings with our Specialists from USA
- International projects
- Regular improving of your current knowledge
- Possibility to start cooperation in USA
- Private Medical Care
- Life Insurance
- Sport Card