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Senior Specialist Multilingual

4 miesięcy temu

Kraków, małopolskie, Polska HCLTech Pełny etat

Daily Activities:

  • Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)
  • Create and administer LAN accounts, Global Groups, email accounts for new users
  • Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)
  • Standardize network resources as per client requirements and grant permissions on them
  • Set up servers as per the client standards and grant permissions on them
  • Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way
  • Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
  • Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures


Soft Skills:

  • Good communication and conversation skills (both verbal and written)
  • Fluent English (min B2) is a must-have and any other language at a B2/C1 level (DUTCH, ENGLISH, FRENCH, GERMAN, GREEK, NORWEGIAN, PORTUGUESE - BRAZILIAN, PORTUGUESE - PORTUGAL, SERBIAN),
  • Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
  • Ability to ensure high level of customer satisfaction and acceptance
  • Personal dedication to providing high quality service. Ability to finish what is started is a must
  • Desire to reinforce HCL’s values and methodology
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
  • Ability to acquire new information quickly and the willingness to do so at all times


Technical Requirements:

  • Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)
  • Understanding of ITIL processes
  • Experience in UNIX/Mac enviroment
  • Working knowledge of ticketing system for incident management
  • Ability to define processes and implement them as per need
  • Ability to conduct Root Cause Analysis
  • Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone
  • Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists
  • Knowledge of VPN and remote dial-in users
  • Knowledge of Active Directory, Windows operating system, both Server and Client, Mac OS;
  • Knowledge of ITSM ticketing tools (e.g. Remedy, ServiceNow etc.)


Years of Experience:

  • Total: 3-4 years of higher education (B.Sc. or diploma)
  • Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems


Certification Requirements:

  • MCP/MCSE/MCSA preferred
  • ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred