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IT Support (English and Spanish or Italian)

Warszawa, mazowieckie

ASTEK Polska

Opis stanowiska pracy

Responsibilites:

  • Provide phone, email and chat support to remote users.
  • Utilize Standard Problem-Solving methodology to resolve customer issues:
  • Understand the issue
  • Understand what is collectively known about the issue
  • Solve the issue, share your experience.
  • Troubleshoot and resolve iOS and mobile device issues.
  • Use Mobile Device Management (MDM) tools to manage and support end user mobile devices.
  • Troubleshoot and resolve connectivity and VPN issues.
  • Use VPN / token management tools to administrate and support end user VPN access.
  • Troubleshoot and resolve functional application issues.
  • Document reported issues and service provided in the IT Service Management System (Remedy).
  • Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing.
  • Contribute to and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint.
  • Assist customers with the setup of home/wireless printers on laptops and iPads.
  • Collaborate with cross functional teams for escalated resolution of application or system level issues.
  • Advocate for customers by seeking to identify common issues and by working within the business to eliminate future occurrences.
  • Educate callers with helpful hints or business based best practices.
  • Assist callers through account or machine lockouts.
  • Assist users through password resets.
  • Build Quality into all aspects of their work by maintaining compliance to all quality requirements.

Requirements:

  • 2+ years experience in supporting applications on IPad, IPhone and laptops and other mobile devices.
  • 2+ years of phone support for remote user, with or without remote control capability
  • Thorough knowledge of iOS operating system, its upgrades and related troubleshooting.
  • Moderate knowledge of Android operating system, its upgrades and related troubleshooting.
  • Knowledge to troubleshoot VPN issues related to Pulse secure, VPN On demand, Pulse client etc. on iPads and Laptops.
  • Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM Airwatch console to manage user’s mobile devices.
  • Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support.
  • Hands on experience on IT Service management tool like Remedy 8.1 or 9.
  • Excellent customer service and communication skills, both written and oral.
  • Experience in assisting users on phone calls, emails and chats.
  • Experience collaborating with cross functional teams for escalated sales application issues.
  • Ability to work in extended hours if required (1st and 2nd shift availability).
  • Near native speaking and writing in English and Spanish or Italian.

We offer:

  • Attractive salary.
  • Stable employment and professional development opportunities in an international environment.
  • Possibility of choosing preferred type of contract.
  • Working for well-known Polish and global brands.
  • Trainings.
  • Interesting, long-term projects.
  • Employee benefits package (private medical care, Multisport card), nice work atmosphere and team-building meetings.
  • Constant support of dedicated Astek Polska manager.
  • Cooperation with specialists in a given field.

Prezentacja firmy

ASTEK Polska to założony w 2007 roku oddział międzynarodowej Grupy ASTEK, specjalizujący... się w outsourcingu kadry IT i realizacji projektów informatycznych. Nasi Eksperci dostarczają innowacyjne rozwiązania, które przekładają się na wzrost efektywności biznesowej naszych Klientów.

ASTEK Polska przenosi na polski rynek sprawdzone rozwiązania z sektora IT, w oparciu o wieloletnie działanie Grupy ASTEK na arenie międzynarodowej. Dzięki zbieranemu od 1988 roku doświadczeniu z zakresu konsultingu IT oraz inżynierii oprogramowania zdobytemu w 13 krajach, jesteśmy ekspertami w outsourcingu IT.

Posiadamy bogate portfolio kompetencji technicznych oraz doskonale znamy specyfikę biznesu w różnych sektorach: bankowości, ubezpieczeń, telekomunikacji, hi-tech, farmacji, logistyki i innych. Obecnie zatrudniamy ponad 400 specjalistów IT, pracujących przy projektach w Polsce oraz za granicą.
  Rozwiń

Informacje dodatkowe

Ostatnia aktualizacja:
23/06/2019
Wymiar etatu:
Pełny etat
Rodzaj umowy:
Na czas nieokreślony
Liczba wakatów:
1
Min. doświadczenie:
2 lata
Min. wykształcenie:
Średnie zawodowe
Branża / kategoria:
Praca IT - Hardware / Information Systems , Praca IT - Bazy danych , Praca IT - Konsulting , Praca IT - Kontrola jakości , Praca IT - Programowanie / Analizy
do góry