Provides world class customer service with a focus on setting a positive and supportive tone with end users
Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance
Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity
Records ticket and status information in a timely / accurate fashion
Troubleshoots and resolves incidents and/or escalate as required with support vendors and Arkonski senior support engineers
Facilitates resolution of tickets/service requests while meeting or exceeding defined service level expectations
Contributes and maintains accurate documentation to provide consistent solutions
Assists level 2 systems and network security teams with tasks as server builds, firewall policy updates and system backups
Completes assigned administrative projects (i.e. testing and other project related tasks)
Other duties as assigned
requirements-expected :
Candidates must be local to the Gdansk Metropolitan area
Candidates must be willing to participate in 24/7 shift rotation
Excellent verbal and written English communication is a must
A stable internet connection for remote work
A desire to pursue a long-term career in IT, and a strong customer service background
Preference for one to two years of experience in a Help Desk related role
Excellent teamwork, communications and interpersonal skills
Active Directory knowledge - fundamentals
Professional telephone demeanor with strong customer service skills and attention to detail
Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction
Hardware and software support for both desktop/laptop computers and printers
Follows company standard hardware and software configurations
MS Office (Word, PowerPoint, Excel) skills is required
ITIL knowledge or other IT certifications preferred
Ability to be punctual and maintain a varied schedule from week to week including rotating off hours coverage (nights/weekends)
Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls a bonus but not required
