We are currently seeking an enthusiastic and motivated Technical Support Engineer who will join our Service Operations Team located at Skelia office in the heart of Kraków - you will be part of the Managed Services Operations First Level Team and our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to actively monitor the IT infrastructures of the Managed Services customers and to provide timely and professional support through diverse channels of communication. The 1st Level Team operates on a 24 by 7 basis.
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Active monitoring of our customers’ IT infrastructures (servers, network devices, applications)
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Reaction on all alerts as defined within the process binders
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Analysis of support requests sent by our customers email or web submit into our Incident management application
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Timely logging of every support request in the ticketing systems
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Accurate ticket documentation of the support request and troubleshooting steps taken
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Tickets follow-up and escalation in accordance with priority, impact and SLAs
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Regular feedback to the affected clients on the status of the support request in accordance with priority
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Ownership and responsibility for all tickets assigned on the queue
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Execution of proactive health checks according to already defined checklists
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Works in close collaboration with Second and Third Line Operations Teams to ensure that service delivery to the customer is of the highest standard
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Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions
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Advanced English skills
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Professionalism is required in all forms of communication with the clients
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Initiative and positive involvement in day to day tasks
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IT skills and strong interest and willingness in self-development (Windows Server 2008 R2 and higher, AD, VMware)
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Strong team spirit and involvement
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Punctuality and flexibility
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Eager to learn and improve your technical skills
