The objective of the IT Support Specialist - Level 2 is to provide comprehensive support to end users across Europe, both locally and remotely. This role involves collaborating closely with IT team members, including infrastructure and application teams, 3rd parties and external experts, to deliver exceptional support and engage in resolving incidents and service issues. The IT Support Specialist will have the opportunity to work with a diverse range of technologies, including Infrastructure and ERP systems, and be an integral part of the business success. By prioritizing user support and proactive engagement with the application team, the IT Support Engineer aims to ensure efficient and effective service delivery.
This role:
- Provides ERP support to European subsidiaries, corporate office and remote offices.
- Monitors services and support queues both infrastructure & applications (Level 1 and 2) and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution.
- Actively identifies and investigates system issues, provides resolution and follow-up to end users. Escalates more complex problems to Level 3 support groups when needed.
- Resolves problems by clarifying the user’s question/issue, determining the cause of the issue, selecting, and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
- Proactively works to improve existing support procedures, processes, and tools.
- Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations.
- Undertakes assignments on projects or special initiatives as appropriate.
- Performs other duties and responsibilities as assigned.
This position requires strong interactions with:
- Division and IT team.
- Users at corporate office.
- Users at subsidiaries, mainly in Europe.
- 3rd party integrators, experts and services providers.
- Finance teams.
IT Support Specialist Level 2 is a good fit for you if you possess the followings:
Main Skills/Competencies Requirement
- Minimum 2 years of professional experience in either help-desk support or information technology.
- Experience with supporting ERP systems, preferably in a multi-national environment.
- Familiarity with Infrastructure technologies, including networks, servers, and operating systems.
- Excellent problem-solving and troubleshooting skills.
- Skilled in understanding customer needs and providing quality customer service.
- Experience with IT service desk management.
- Fluency in English.
- Strong critical thinking, analytical, and problem-solving skills.
- Strong interpersonal skills, especially a customer service-oriented attitude.
- Ability to multitask with strong attention to detail, organization, and time management.
- Ability to adapt to shifting priorities, demands, and timelines.
- Bachelor’s degree in information technology (IT), Computer Science, or a related field (or equivalent experience).
- Minimum 2 years of professional experience in either help-desk support or information technology, ideally in an international multicultural environment.
- Fluent English
- Fluent Polish
- Nice to have: other European language
- Yes (based on projects’ needs)