Remote Desktop Client Support Technician
Kraków Remote Desktop Client Support Technician
Kraków
NR REF.: 1091264
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.
Remote Deskop Client Support Technician
Responsibility Summary:
Experienced end user support technician who will be remotely providing direct client support in setup of work environment, maintaining equipment and software used in the computing infrastructure and will be troubleshooting client reported issues.
Key Accountabilities:
• Supports client issues through escalation from service desk and/or 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 escalating to local (in market) client device support technicians as necessary.
• Supports and maintains the end user environment. This may include remotely 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.
• Remotely supports hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Remotely installs and maintains related software.
• Assessing and resolving nearly all standard and many non-standard more complex problems (including those escalated by more junior team members) by effectively probing clients to determine underlying cause of a user problem.
• Investigates and resolves user problems requiring solid understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.
• Coaches and supports the development of associate team members providing guidance regarding which approach to use.
• Demonstrates strong orientation toward client service. 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.
• Operates effectively as part of a larger team and manages own work by prioritizing his/her own tasks to meet established service level agreements; receives limited direction, work in progress is reviewed periodically.
Critical Skills/Knowledge:
• Possesses good expertise in different end user hardware and software in the IT infrastructure (Office Employee, Remote Employee, Thin Client user etc.), and may possess specialized expertise where they can be a resource to other technical support team members. Where appropriate, researches or seeks further technical information to provide support.
• 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.
• Understands remote inventory and asset management for desktop hardware, software, peripherals and devices and is familiar with the associated asset tracking procedures and reporting.
• Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
• 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. Has good understanding of SCCM, Altiris and other Remote Deployment tools
• Has good understanding of VDI technology, VMware environment and administration
• Understands single user network security requirements and administration of user data profiles
• 4+ years of relevant experience in a technical support role or 1+ year as Senior Service Desk role with BA degree in IT as a preference.
• Has very good understanding of SCCM, VMWare, Altiris, Good knowledge of Win MS Office Products, RSA, O365,
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.
Kraków
NR REF.: 1091264
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.
Remote Deskop Client Support Technician
Responsibility Summary:
Experienced end user support technician who will be remotely providing direct client support in setup of work environment, maintaining equipment and software used in the computing infrastructure and will be troubleshooting client reported issues.
Key Accountabilities:
• Supports client issues through escalation from service desk and/or 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 escalating to local (in market) client device support technicians as necessary.
• Supports and maintains the end user environment. This may include remotely 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.
• Remotely supports hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Remotely installs and maintains related software.
• Assessing and resolving nearly all standard and many non-standard more complex problems (including those escalated by more junior team members) by effectively probing clients to determine underlying cause of a user problem.
• Investigates and resolves user problems requiring solid understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.
• Coaches and supports the development of associate team members providing guidance regarding which approach to use.
• Demonstrates strong orientation toward client service. 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.
• Operates effectively as part of a larger team and manages own work by prioritizing his/her own tasks to meet established service level agreements; receives limited direction, work in progress is reviewed periodically.
Critical Skills/Knowledge:
• Possesses good expertise in different end user hardware and software in the IT infrastructure (Office Employee, Remote Employee, Thin Client user etc.), and may possess specialized expertise where they can be a resource to other technical support team members. Where appropriate, researches or seeks further technical information to provide support.
• 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.
• Understands remote inventory and asset management for desktop hardware, software, peripherals and devices and is familiar with the associated asset tracking procedures and reporting.
• Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
• 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. Has good understanding of SCCM, Altiris and other Remote Deployment tools
• Has good understanding of VDI technology, VMware environment and administration
• Understands single user network security requirements and administration of user data profiles
• 4+ years of relevant experience in a technical support role or 1+ year as Senior Service Desk role with BA degree in IT as a preference.
• Has very good understanding of SCCM, VMWare, Altiris, Good knowledge of Win MS Office Products, RSA, O365,
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.
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