As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
responsibilities :
As an End User Support Technician helps in providing quality services to the end users which includes the following key roles and responsibilities:
Provide customer facing end-user support that includes
- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for Operating System, base load software, MS Office suite and other business application
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform managed print service invoicing/meter read/polling report verification
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide On-call support if required outside business hours on a rotational basis
requirements-expected :
Excellent communication skills - Polish and English is a must
Strong understanding of Client based Operating Systems
Strong ticketing system experience
Proficient understanding of level 1 Helpdesk services
Strong understanding of end user hardware
Strong knowledge of client based applications
Proficient with common network protocols (TCP/IP) for device connectivity issues
Customer experience - CSAT focused with Customer is #1 Attitude
Professional and courteous and Ability and patience to work in a high dense client environment
Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
offered :
Private medical care
MultiSport Card
Subsidy for glasses
Subsidy to language courses
Christmas and holiday bonuses
Life insurance
Benefit platform
Courses & clear career path in a growing multinational organization
