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Global Back-office Engineer
3 miesięcy temu
Technologies-expected : ITIL Service Management Microsoft Office Windows technologies-optional : Jira Confluence about-project : We are looking for a service-oriented Help Desk Specialist to provide functional technical support to regional support offices efficiently and effectively.
L2 – Global Technical Support Engineers are responsible for assisting regional L2 Support Teams with escalations and technical questions.
They also provide technical coaching and training as things change in the environment, as well as coordinate, diagnose, and troubleshoot a wide variety of issues together with our development teams in Poland.
As part of the duties, the L2 – Global Technical Support Engineers will need to escalate incidents appropriately to maintain the service level agreements (SLA).
responsibilities :
Respond in timely manner to escalated tickets from our regional support offices, based on standard or account specific SLAs Assist regional L1 + L2 Support Teams with escalations and technical questions Deep investigation of escalated tickets: Diagnose and troubleshoot end user issues and provide appropriate solution Provide technical guidance and mentoring to support agents Review tickets that have been escalated to the development department and ensure quality guidelines are in place Review development tickets to ensure they are escalated to the correct development team and updates are provided to the regional support teams Inform regional support offices Ensure quality standards and processes across all regional support offices are followed Central point of contact for the development teams Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket Escalate high priority or severe issues to supervisor/manager Diagnose and troubleshoot end user issues and provide appropriate solution Follow-up with end users to provide status updates as per service level guidelines (SLA's) Provide enterprise level contact and convey resolutions to customer issues Follow up with regional support offices , provide feedback and see problems through to resolution Take ownership by coordinating the feedback to the regional support offices where analysis is required from other departments Supply trainings and documentation to the regional support offices Recommend procedure modifications or improvements Detect possible service interruptions to our partners and anticipate potential problems Work collaboratively with people across the organization Maintain and increase knowledge of operational procedures, products and services Communicate newly published knowledge base articles with both L1 and L2 Teams across the regions Maintain list of issues that are not currently documented within Knowledge Base Create and submit for publishing knowledge base articles when issues are identified that are not already documented.
requirements-expected : Help Desk Experience and using ticketing systems to manage and track incidents Must be fluent in English, additional language will be an asset Minimum 2 years work experience in hospitality or IT Customer Services beneficial Sound understanding of customer support, operations, and processes JIRA and Confluence Knowledge beneficial Strong analytical, organizational, communication and people skills Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required Proficiency in Microsoft Word, Excel and Outlook Solid analytical/cognitive skills to troubleshoot complex and technical problems Demonstrated capability to achieve results under pressure in a fast-paced client driven environment Ability to adapt quickly to new technologies, products, and procedures Ability to work and thrive in a multi-tasked and fast-paced environment Be professional, have a positive "get it done" attitude and a strong work ethic ITIL Service Management fluency preferred.
offered :
Private medical care with dentists package for you and your family - Medicover Group life insurance for you and your partner - UNUM Multisport card included in the My Benefit package Dell laptop, keyboard, mouse, wireless headphones and monitor 40h for development during work time Free access to group language lessons Udemy platform In-house workshops, training sessions or meet-ups My Benefit cafeteria and 527 (or 310 depending on your choice of other benefits) points per month to be used in vouchers Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)
Subsidy for the purchase of glasses (300 PLN/year) Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served) Chill room with table football & Play Station Free snacks (every day) benefits :
sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance remote work opportunities flexible working time fruits integration events no dress code video games at work coffee / tea drinks leisure zone employee referral program charity initiatives
