We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.
Senior Engineer
Workplace: WarszawaBackground
Support Analyst providing customer support for telecom (mobile plans) related procurement, service requests, query handling and asset management.
Role
Remote Support Analyst providing support for telecom (mobile plans) related procurement, service requests, query handling and asset management. Provide expertise in all aspects of telecom function.
Candidates must be flexible regarding shift patterns. Shifts will be 7.30am to 4.30pm, 8am to 5pm, 9am to 6pm
Key Skills and responsibilities:
Essential
- A minimum of 3 years End User support experience providing remote fault analysis, via verbal communication and IT remote control tools.
- Excellent call handling, customer service and communication skills, and a helpful diplomatic manner.
- Comprehensive knowledge of Microsoft operating systems (Windows 7, 8) and Microsoft Office (2013/2016), web and email.
- Outstanding reporting (MS Excel, service management, expense management tools etc..) and presentation skills
- High level Triage function with telecom provider and site contacts for resolution
- Receiving and manually entering requests or performing transactions that will not be automated via API to the telecom provider platform
- Providing central supporting to countries that will not have telecom provider tools
- Coordinate with telecom vendors for support
- Coordination with Local Client Admin/IS team for Spare management ( if any ) and consumable support activities
- Queue Monitoring for call assignment in SLA
- Owner for all tickets related to telecom support
- Understanding of Asset Management system. Performing asset inventory activities as needed
- Works with procurement staff to purchase hardware and software
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned
- Background security check required
Desirable
- VIP Support Experience
- Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms
- Project or rollout experience in the IT environment
- ITIL