Technical Support Specialist

4 tygodni temu

Warszawa, Mazovia, Polska ARHS Pełny etat

User Support Specialist

We are seeking a skilled User Support Specialist to join our team at Arηs. As a key member of our support team, you will be responsible for providing high-quality technical assistance and support services to both internal and external users.

Key Responsibilities:

  • Providing technical assistance and support services to users via various channels, including phone, email, and in-person support.
  • Processing service requests and incidents, and escalating complex issues to domain-specific support lines as needed.
  • Proposing workarounds, troubleshooting, and analyzing reported incidents to ensure timely resolution.
  • Contributing to knowledge base development and support service improvement initiatives.
  • Creating a positive customer experience through excellent communication and problem-solving skills.

Requirements:

  • Bachelor's Degree plus a minimum of 5 years relevant professional experience.
  • At least 2 years (full-time) experience at a similar position (tier 1, 2, 3).
  • At least one of Microsoft, Cisco, or any Service Management certificate.
  • Excellent understanding of complex information systems and their interoperability.
  • Excellent knowledge of IT end-users infrastructure (workstations, printers, peripherals, etc.).
  • Excellent knowledge of workstations' operating systems.
  • Excellent knowledge of workstations' management services.
  • Excellent knowledge of directory services.
  • Excellent knowledge of TCP/IP networking and related services.
  • Good knowledge of server's operating systems.
  • Practical knowledge of ITIL, especially incident and request fulfillment processes.

Skills:

  • Excellent communication skills (in written and verbal communication).
  • Open-minded, excellent troubleshooting, analytical, and problem-solving skills.
  • Very strong sense of responsibility.
  • Accuracy and attention to details.
  • Sense of tact and diplomacy.
  • Friendly, supportive, and helpful personality with co-operative and service-oriented attitude.
  • High level of initiative.
  • Ability to work in stressful environments with minimal supervision.
  • High level of motivation and initiative.

Specific Requirements:

  • Experienced in providing high-quality technical assistance and support services for both internal and external users.
  • Experienced in processing service requests and incidents.
  • Able to identify workarounds, troubleshoot, and analyze reported incidents.
  • Experience in developing and updating User Manuals, Guides, and Descriptions on using IT systems.
  • Knows ITIL, especially incident and request fulfillment processes.

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