Highly Skilled Technical Support Expert

12 godzin temu

postepu Warszawa, Polska Jolera Pełny etat

Overview

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Jolera, a leading provider of next-generation managed services, is seeking a highly skilled technical support expert to join our team. With over 20 years of experience servicing businesses worldwide, we offer award-winning solutions that enable our clients to create world-class experiences for their customers.

Our technical support team is the front line of our customer service, and we are looking for someone who can demonstrate confident and appropriate communication skills, both verbally and electronically. As a key member of our team, you will be responsible for delivering best-in-class resolutions for our customers and their employees/members.

Key Responsibilities

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  • Process service tickets and assign them to appropriate service resources as necessary.
  • Maintain service ticket ownership throughout the life of the support incident.
  • Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
  • Responsible for the overall administration of desktops, laptops, and peripherals at specific locations.
  • Install, configure, and diagnose client workstations and equipment.
  • Conduct on-site problem determination and analysis.
  • Provide advice and technical guidance to end users and technical resources as the situation warrants.
  • Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
  • Document in detail the activities carried out as well as the technical information collected.
  • Maintenance of network printer devices.
  • Assist with account management activities.
  • Responsible for the use of the site ticketing system to record all problems, incidents, and changes, ensuring accurate resolution notes for each ticket.
  • Identify and escalate production critical issues to the appropriate groups.
  • Perform data backup and recovery at a user level, as required.
  • Comply with internal controls and policies as applicable.
  • Responsible for on-call/as-needed support for remote locations.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.

Requirements

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  • 1-3 years of experience in a technical support role.
  • Proficient in German, demonstrating a high level of fluency and comprehension.
  • Relevant degree/diploma or equivalent.
  • Proven problem-solving and analytical skills.
  • Excellent attention to detail.
  • Ability to document processes and accept feedback.
  • Strong ability to work within a team environment.
  • Excellent communicator and personable.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
  • Some knowledge of database technologies is an asset.
  • Strong knowledge of all endpoint OS – Windows Operating Systems, MacOS, iOS.
  • Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).
  • Someone who thrives in a fast-paced, high-energy environment.
  • Always conducts with a poised and professional demeanor.
  • Able to work collaboratively within a team.

Assets

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  • Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
  • Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
  • Hands-on experience with print publishing software.
  • Experience in time-critical manufacturing/production environments.

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