Senior Infrastructure Specialist

3 tygodni temu

Poznań, Greater Poland F4418 Franklin Templeton Investments Poland Sp. z o. o. Pełny etat

At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Our Consumer Support Front Office is responsible for providing technology and functional support to internal clients for issues including hardware, operating system, desktop, web, and mobile applications, mobile and VPN services, conferencing, and printing. Our goal is to increase users' ability to self-service, enhance users' experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

As a Senior Infrastructure Analyst, you will provide quick and efficient resolution to issues while minimizing disruption to the customer. This includes addressing their technical issues, requests, and support of their IT environment. You will also provide support for all cross-functional teams as hands and eyes for the IT Infrastructure and provide vendor support.

Key responsibilities include:

  • Providing technical support and customer service to all employees in a timely manner and in response to SLAs determined in the ServiceNow system
  • Managing the ticketing queues to ensure issues are prioritized and actioned
  • Building and supporting effective relationships with all employees, partners, visitors, and vendors across the enterprise
  • Coordinating, setting up, and supporting audio-visual technologies used in conference rooms and auditoriums
  • Showing and training users in new technologies
  • Providing education on information technology issues and services to employees across the enterprise
  • Developing, documenting, and implementing standard operating procedures and customer service guidelines relating to remote and localized IT support
  • Being an active participant in the team
  • Ordering equipment and maintaining inventory of IT assets
  • Project work including those required for acquisitions and integration of companies
  • Coordinating and supporting office moves, and user restacks
  • Being an active advocate for the customer within IT and with outside technical groups
  • Escalating issues to the appropriate technology teams and driving to closure
  • Providing backup and knowledge sharing for the global team when needed
  • Availability to provide support outside of business hours if required
  • May include occasional travel to other offices
  • Following company guidelines, processes, and standards
  • Assisting in the creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Ability to perform remote troubleshooting and provide clear instructions
  • Setting up, maintaining, and troubleshooting Microsoft Windows (Win 11 and Office 2016) desktop, laptops, and notebook computers
  • Basic knowledge of ADS, DNS, DHCP configuration
  • Handling of asset management and vendor management
  • Basic LAN (Network) troubleshooting knowledge
  • Outlook, MS Teams, and OneDrive configuration in end-client

For this role, we are looking for candidates with a Bachelor's degree in an information technology-related field and a minimum of 5 years of experience in a fast-paced and dynamic environment in a technical support role. We also require excellent skills and proven abilities in organization and planning, excellent communication and interpersonal skills, good problem-solving and critical thinking skills, and the ability to actively participate as part of a team and work independently, exhibiting multi-tasking and flexibility. Additionally, strong service delivery and customer management skills, proficiency in supporting Windows 10, Windows 11, Office 365, iOS, and mobile technologies, experience supporting multiple aspects of the business in a corporate environment, experience using ServiceNow, and experience of working in data centers and a basic knowledge of server and network infrastructure are essential.

We want our employees to be at their best. By joining us, you will connect with a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for staying physically and mentally healthy, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have you covered.

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

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