Client Support Technician/ Local IT

Kraków

Client Support Technician/ Local IT
Kraków
NR REF.: 1082455


Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.

Client Support Technician/Local IT

Responsibility Summary:

Experienced end user support technician providing direct client support in maintaining equipment and software used in the computing environment and able to resolve nearly all client problems. Performs physical on-site assistance and participates in migrations and rollouts.

Key Accountabilities:

• Partnering with the business areas, determines what hardware and software will meet the functional requirements of the client, recommends when and how to upgrade, tests and implements solutions for the end-user environment. Documents, maintains and enhances work processes and standards for the business area’s technology needs.
• Supports client issues 24x 7 through on call rotation and through escalation from junior team members for hardware and software support. Makes judgment calls to replace or repair equipment, working with vendors on solutions, and working with other teams to implement new solutions. This includes restoration of service, providing end-user training, and any coordination of warranty repair through 3rd party vendors.
• Responsible for information technology planning, design, implementation and support of on-site or remote special event activities on request, may include supervisory responsibility for external contractors at the site.
• Supports and maintains the end user environment. This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
• Documents, maintains and enhances work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate. May track trending of issues and escalate, as appropriate.
• Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software, and wipes data prior to destruction or reissue. Plans for and performs facility moves, including coordinating appropriate resources like vendors, IT team members, facilities team members, etc
• Coaches and supports the development of more junior team members.
• Assessing and resolving nearly all standard and many non-standard more complex problems, including those escalated by more junior team members.
• Troubleshooting user problems requiring a seasoned understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.
• Maintaining composure and a professional manner at all times, including in stressful situations with clients.
• Provides direct support to executive management.
• Is courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
• Probes clients effectively to determine the actual nature or underlying cause of a user problem.
• Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
• Has strong orientation towards client service.
• Engenders confidence in clients during the most sensitive escalation issues and situations.
• Operates effectively as part of a larger team and manages own work.
• May be accountable to resolve a task or assignment as part of a larger initiative or project, which may require directing internal resources and/or vendors.
• Receives limited direction, work in progress is reviewed periodically.
• Supports the development of appropriate work procedures or approaches to address and/or escalate problems.
• Sets his/her own priorities based on established service level agreements.
• May provide work direction to junior team members, explaining which approach to use.

Critical Skills/Knowledge:

• Possesses seasoned expertise in standard end user hardware and software in the IT infrastructure, and an area of specialized expertise where they can be a resource to other technical support team members.
• Understands the broader IT hardware and software environment, especially as it relates to the inter-relationship of end user technologies with the current and future applications and technical architectures.
• Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
• Has a good understanding of most QVC-specific technologies and systems that impact the end user environment.
• Possesses a strong and broad understanding of QVC’s services and departmental and cross functional business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Understands the technology organization and how different areas work together to resolve client or operational problems.
• Assesses client and business requirements with consideration of the tradeoffs between business needs, technology requirements and costs.
• 3+ years of relevant experience in a technical support role or a college degree in an IT discipline with 1+ years of relevant experience. Relevant professional certifications desirable.

Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.