IT Support Engineer
Miejsce pracy: Gdańsk
Nr ref.: Ja2222
The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:
- Managing all requests logged into the queue
- Managing client communication on all issues and requests
- Proactively reviewing high level problem management
- Reducing the number of repeat issues through route cause analysis
- Building strong client relationships by becoming a point of contact for clients
- Working with internal departments to mitigate client concerns
Key Responsibilities
- Respond to client issues received by telephone, voice mail, e-mail and via our customer portal
- Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines
- 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 framework processes
- Share information across your team and department
- Contribute documentation to the shared knowledge base
Knowledge
- Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Basic technical awareness of IT server infrastructure
- Knowledge of a call management system and its function
- Knowledge of the ITIL framework and its function in IT is desirable
Skills
- Excellent customer service skills
- Excellent demonstrable English written and verbal communication skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Good team working skills are essential
- Ability to document processes and procedures in a clear, concise and logical manner
We offer:
- Location: Gdańsk
- Attractive salary
- Relocation package
- Wide range of benefits
Don't hesitate! Apply!