We have one open position of Desktop Support Engineer with one of our client based at Rzeszow, Poland. This is a Contract/Freelance position. Below is the job description for your reference. Please share your application once you are interested.

Role: Service Desk Engineer

Location: Krakow, Poland

Languages: English and Italian

Role type: Onsite

Job Description

• The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails
• L1 Technical Support
• Handling all the Inbound calls, chat and emails in service desk
• Manage tickets that L1 engineers need assistance
• Handling Basic L1 queries from end users
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
• Diagnose and quickly resolve a wide range of Windows applications issues
• Good troubleshooting knowledge on internet and VPN issues
• When the restoration is beyond the scope of the support, escalate the issue to the appropriate resolver group using IT Ticketing System
• Install, upgrade, support and troubleshoot printer related computer hardware
• Knowledge of Citrix and VPN
• Customize / configure desktop hardware to meet specifications and business standards
• Email account administration: account creation, management and distribution lists on Office 365
• Robust queue management ability
• User account administration: account creation, management and password resets on Active Directory
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries; take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
• Basic knowledge of networking, virtualization, MAC OS, web based and installable applications
• Good understanding of computer systems, mobile devices and other tech products
• Efficiently manage technical escalations
• Good knowledge on Incident Management
• Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams; provide OnCall support when required
• Providing timely and accurate resolution of technical issues experienced by the Users
• Excellent communication skills
• Must be able to demonstrate a customer first approach to support
• Identify and escalate severe issues which could cause production impact
• Natural aptitude for troubleshooting and problem solving
• Have solid experience in a helpdesk or technical support environment
• Excellent skills on managing queues in service desk

Technical Skillset (Good to Know)

• Active Directory
• Citrix
• O365
• Microsoft Windows
• SharePoint
• Knowledge of Laptop/Desktop/Tablet issues
• VPN Troubleshooting
• Excel Reporting Good to have

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Manufacturing, Information Services, and IT Services and IT Consulting