Employment form: Pełny etat
Required experience: 2-4 lat
Offered salary: 10 000 PLN - 25 000 PLN
IT Analyst with German and French (Kraków, 3214968)
MIejsce pracy: Kraków
Numer ref.: ITA/G/F
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s.
. Responds to telephone calls, email, chat, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on S
. Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
presentation graphics, database management systems, electronic mail, and communications)
. Troubleshoot client software and basic network connectivity problems
. Identify, evaluate and prioritize customer problems and complaints
. May train users and operators on a limited basis and/or may write training procedures
. Participate in on-going training and departmental development
. Provide knowledge transfer of EUC operations
Phone & Chat support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows 8, Windows 10 & MAC
Knowledge of Active Directory, Exchange
ITSM ticketing tools such as Remedy & Service Now
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
Troubleshooting VPN issues
Support for laptop, desktops, and printers
Handheld device support - Iphone and Ipad
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Soft Skills - Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance