ASTEK Poland is a rapidly growing local branch of the international ASTEK Group. We specialize in IT staff outsourcing and in the implementation of IT projects. We employ experienced specialists for the leaders of banking, insurance, telecommunications, high-tech, pharmacy, logistics in Poland and abroad..
IT Service Support Specialist (English, Spanish or Italian)
Location: Warszawa
Responsibilites:
- Provide phone, email and chat support to remote users.
- Utilize Standard Problem-Solving methodology to resolve customer issues:
- Understand the issue
- Understand what is collectively known about the issue
- 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.
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).
- Near native speaking and writing in English and Spanish or Italian
We offer:
- 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.
Why you should work with us?
- Solid Foundations
- Ambitious Projects
- Individual approach and friendly atmosphere
- Famous Brands
- Inspiring Leaders
- Flexibility
- Extra Benefits
- Referral System
Why you should work with us?
- Solid Foundations
- Ambitious Projects
- Individual approach and friendly atmosphere
- Famous Brands
- Inspiring Leaders
- Flexibility
- Extra Benefits
- Referral System