Network Engineer
Kraków, Polska
Apex Systems, a division of On Assignment (NYSE: ASGN) is the 2nd largest IT staffing firm in the US with over 20 years of industry experience.
We have now moved into the European market to provide our current clients organisations with scalable staffing solutions to address critical gaps in their workforce and augment workforce management strategies.
We specialize in providing professionals for contract, contract-to-hire, direct placement, and managed solutions to clients in Fortune 500, mid-market, and emerging companies.
Primary Responsibilities
- Screen, prioritize, resolve and manage all incoming internal and external communications in an expedited and timely manner
- Provide administrative support to executive level customers
- Manage and prioritize responsibilities, including technical tickets to meet agreed target resolution times
- Provide a professional and courteous customer service experience and set expectations based on agreed processes
- Maintain, update and utilize the knowledge base
- Interact with an international customer base
- Effectively train other members of the team
- Manage service escalations
- Manage customer relationships and resolve dissatisfied or difficult customer issues
- Manage multiple issues simultaneously in high pressure environment where change is commonplace
- Assist the Service Helpdesk Lead with ad-hoc projects
- Maintain technical ticket entries with clear written English, without jargon or use of acronyms
Core Competencies
- Superior customer relations skills and ability to set a positive example of service and integrity at all times
- Proven success in diffusing difficult situations while maintaining composure
- Type 55+ wpm ~ computer literate with strong experience in Microsoft Office and use of online resources
- Experience supporting a call volume of 25-30+ calls/day
- Experience and ability to work under high pressure and manage multiple projects
- Ability to handle multiple interrupts and continue to multi-task effectively
- Ability to instill confidence and credibility with customers, peers, and key stakeholders
- Ability to speak clearly and effectively to customers and employees
- Strong presentation and facilitation skills
- Strong deductive reasoning, problem solving, and analytical skills
- Strong organization and follow-through skills
- Work independently and also in a team environment
- Ability to analyze problems and make decisions with minimal management intervention
- Ability to accept constructive feedback and change strategy as needed
- Diligently follow standards and best practices for many different technology areas
- Ability to understand new or unfamiliar information or complex documents easily
- Ability to maintain confidential information
Business Acumen
- Positive attitude and enthusiasm for Cisco's products and services
- Ability to understand and apply Client Business, such as leveraging best practices or advocating customer position
- Contextualize impacts by identifying implications of problems/issues/events on internal and external business processes
- Identify Opportunities for ROS Process Improvement, e.g., optimization, proactive management, innovation
- Knowledge of Information Technology Infrastructure Library (ITIL) framework
Communication
- Build client relations; establish productive and reciprocal relationships with ROS Team, Customers, Partners and other stakeholders
- Communicate effectively with clients
- Communicate effectively with teams to facilitate information sharing, advocate client positions, leverage team resources
- Educate client and enforce compliance to policies, procedures and project standards
- Provide a cross-functional influence
Education
- Minimum 6 months of Helpdesk experience
- 1 year of experience preferred
- CCNA desirable
- IT related degree desirable