Tech Support Specialist

3 tygodni temu


Kraków, Lesser Poland Mondial Relay Pełny etat

Company Overview

Mondial Relay is a leading European out-of-home delivery company, revolutionizing the way parcels are delivered to customers. With operations across several countries, our network of intelligent lockers provides customers with a fast, convenient, and secure delivery option.

Your Role

As a Tech Support Specialist, you will be the first point of contact for customers experiencing technical issues. You will triage and prioritize support tickets and calls based on urgency and impact, providing resolutions or assigning tickets for further teams.

Key Responsibilities

  • Triage and prioritize support tickets and calls based on urgency and impact
  • Provide resolutions or assign tickets for further teams
  • Maintain comprehensive documentation of support requests, troubleshooting steps, and resolutions in a ticketing system
  • User Access Management, creating and managing users' accounts in internal systems
  • Maintain and contribute to knowledge base articles
  • First line of contact in case of critical incidents
  • Log analysis - identifying causes of incidents
  • IT hotline support

Requirements

  • Experience in the IT industry
  • Knowledge of Active Directory / Azure Active Directory systems
  • Knowledge of PM systems (Jira)
  • Knowledge of IT service management (ITIL)
  • 1-2 years in a similar position
  • Excellent communication skills (spoken and written) in Polish and English

Why Mondial Relay?

  • Opportunity to work in a diverse, international and cross-functional environment, along with leading experts
  • Fulfilling careers with a range of benefits for employees and invests in providing training opportunities for their development
  • You are involved in technology monitoring and choices
  • Our software will be used by millions of users, making a significant difference in their lives

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