As an Engineer I, 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”. The incumbent candidate may need to assist in other sites’ technical operations within Krakow and as needed, in any of our 9 offices located in seven 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 :
Support our team in providing 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.
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.
Support the creation of standard operating procedures (SOP) to promote consistency across the various layers of services offered.
requirements-expected :
Bachelor’s degree in technology and work experience in related field
A minimum of 1 years experience supporting Windows and Apple operating environments
Experience with Office 365 suite required
Proficiency in dealing with a variety of computer systems/applications required
Be self-motivated and have the ability to work on their own as well as part of a team
offered :
Competitive Salary
Training and development in a wide variety of areas to ensure staff are constantly developing and progressing their skills
Capability based promotion within teams
Culture of excellence throughout the firm where all levels are encouraged to ask questions and provide suggestions to improve and enhance processes
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
corporate sports team
no dress code
parking space for employees
extra social benefits
shopping coupons
sharing the costs of tickets to the movies, theater
