As a GEUS IT Support Engineer, you will join a global support organization responsible for providing technical support to all end user technologies, currently implemented and offered to our Enterprise. We are looking for a competent front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technical services portfolio. You will answer queries on basic technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy devices and conduct other daily support activities aimed to help and enhance our user community’s productivity. You are expected to perform timely and quality resolution to issues and record them in our ticketing system - Service Desk Plus, while always providing an optimal customer services experience with every interaction. This position reports to the “Global End User Services - Manager” located in Dublin. The incumbent candidate may need to assist in other sites’ technical operations within Krakow and as needed, in any of our 10 offices located in six different countries. In addition, this role will participate in various project planning and execution activities with the Global Support groups and other IT groups within the Information Technology division at HedgeServ.
responsibilities :
Onsite end user technical support at our new Gdansk, Poland office
Provide quality and fast resolution to service and incident requests submitted to our support center via phone, email, and ticketing system
Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing Systems and others information systems
Actively capture, create, and correct help articles for our Support Knowledge Base
Assist in keeping IT support process documents up-to-date
Open support cases with software and hardware vendors when required
Establish and follow assigned priorities based on business and operational needs
Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs
Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple Macbooks, printers, IP Phones, etc.
Assist with training for new and existing users regarding existing and new technologies
Basic troubleshooting of network and voice infrastructure
Support iOS and Android mobile devices
Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams
Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered
Travel to remote sites for IT projects and field installations as required
Conduct weekly asset management and inventory of spare parts
Work with procurement staff to purchase hardware and software
Carrying out other duties as management may request of you
requirements-expected :
Associate degree in technology and 2 years’ work experience in a related field
A minimum of 3-5 years’ experience in supporting Windows and Mac operating environments
Experience with Office 365 suite required
Proficiency in dealing with a variety of computer systems/applications required
Detail-oriented and able to manage multiple priorities
Ability to work well in a team environment
Excellent verbal, written and analytical skills
Strong diagnostic, problem solving and communication skills
Proactive self-starter, with minimal guidance or management required.
Be self-motivated and have the ability to work on their own as well as part of a team
Must be a good communicator
Should expect to be available after hours at short notice and work from home when required
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
