Konsultant infolinii

Job Purpose:

The Technical Support Specialist is responsible for providing advanced Tier3 IT Support to Clients as needed through E-Mail, web sessions, and when needed phone. This will incorporate the interaction with multiple teams through multiple systems.

Job Description:

The Technical Support Specialist will be responsible for the efficient and professional delivery of time-critical IT support through providing expert technical resolution for tickets and if needed, proper escalations under the guidance of the Technical Expert and Team Leaders.

Combining technical skills with a pragmatic, intelligent and solutions-based approach to problem-solving, Technical Support Specialist will lead by example in providing customer service excellence.

Key Responsibilities:

• Ensure incoming emails/calls/requests are categorized, logged and resolved in a timely manner and within the agreed Service Level to ensure meeting/exceeding the targets of the KPIs and aiming for customers satisfaction and avoid receiving negative feedback.
• You will communicate directly with different stakeholders using phone, ticketing system and remote tools to solve issues in a timely manner
• Understanding Customer’s problem (Phone/Mail)
• Finding Solution (Using Knowledge Base, or other resources)
• Being able to explain the cause of the problem ( Improve customer’s trust)
• You will be required to keep customers happy with prompt responses and excellent communication
• When needed, you will be escalating/reporting product issues to development team
• You will Perform “knowledge management” by creating instructions and articles of frequent issues and help in the training of support personnel
• Prioritizes and managing several open cases at one time
• Troubleshoots system and network problems and diagnosing and solving software faults
• Troubleshoots general installation errors in connection with supported software.
• Ensures that the technical support KPI’s are meeting or exceeding the SLA required
• Performs other related duties

We offer:

• Currently we are working 100% from home, in the near future the plan is to return to working from office 1 or 2 days per week while maintaining the work from home policy
• Attractive Salary (Depending on Language proficiency level & Technical / Work Experience)
• Paid On-The-Job Training
• Private Medical Insurance & Sports Card
• Motivational Programs and Engaging Events
• Work in a dynamically developing international company with an Interesting and dynamic work environment
• Office location is in Central Warsaw with direct access to shopping facilities and catering center.
• full access to public transportation from our office where Bus, Train & Tram are less than a minutes walk, and the metro station is less than a five minutes walk.

Must Have

• Fluency B2/C1 level in French
• Fluency B2/C1 level in English 
• B.Sc. or higher Degree in (Engineering/ Computer Science/ Information System)
• 1 to 3 Years of Work Experience
• Strong technical background
• Customer & Quality Focus, while being Result Orientation with logical Sense of Urgency
• Good understanding of Windows Event Logging
• Basic understanding of CMD or PowerShell  (Needed)
• Knowledge in network (VPN, Firewall, Proxy)
• Knowledge of Microsoft Office  (Excel, Word, Outlook, PowerPoint)
• Windows Knowledge (Services, Task Manager)
• Office Products (Managing Add-in, creating Rules, Office commands)
• Web-Browser (Firefox, Google Chrome and Internet Explorer)
• Good communication skills & a strong Team Player
• Analytical thinking, Details Oriented, with strong Time Management skills
• Motivation to learn new IT areas
• Ability to work under pressure
• Understanding how to retain client satisfaction
• Ability to investigate problems independently (when there is e.g. no KB solution ready)

Nice to Have (Will be considered as a strong Plus)

• 1 year in similar role or with the same capacities
• Proficiency in any other foreign language
• Knowledge of CCNA + MCITP/MCSA
•  Identifying basic network issues impacting customer’s work
• Knowledge of Troubleshooting Windows Server Features (IIS, RP Cover, HTTPS)
• Knowledge of Active Directory
• HTTP/2 SSL knowledge
• Knowledge of Relational databases and database tools such as SQL and SQL Management studio
• Basic Knowledge of DUMP, Windows ETL, Procmon, Fireshark etc. logging methods
• VBScript / C#
• Collect Logs (Event Viewer, Procmon, Crash Dumps)
• VMWare (Emulate OS for test environment)