Service Desk Technician

1 tydzień temu

Gdańsk, Pomerania, Polska Tech Zone LLC Pełny etat 30 000 zł - 40 000 zł rocznie

Work type: FTE (2 days remote and 3 days onsite)

Contract : B2B

Key Responsibilities

1. Technical Support

  • Provide Level 1 / Level 2 support for desktops, laptops, printers, mobile devices, and peripherals.
  • Troubleshoot issues related to Windows, macOS, and common business applications (Office 365, email, VPN, etc.).
  • Resolve user issues via phone, email, chat, or remote connection tools (TeamViewer, Remote Desktop, etc.).
  • Support password resets, user account management, and access requests in Active Directory / Azure AD.

2. Incident Management

  • Log all issues and service requests in the ticketing system (ServiceNow, JIRA, ManageEngine, Freshservice, etc.).
  • Follow ITIL-based processes for incident resolution and escalation.
  • Conduct initial diagnosis, categorize incidents, and determine priority.
  • Ensure SLAs are met and document troubleshooting steps clearly.

3. Hardware & Software Support

  • Install, configure, and maintain operating systems and standard applications.
  • Support system upgrades, patching, and software deployments.
  • Assist with setup and maintenance of office IT equipment (printers, scanners, VoIP phones).

4. Customer Service

  • Deliver top-quality support with a customer-first mindset.
  • Communicate technical issues effectively to non-technical users.
  • Provide updates to users and ensure resolution satisfaction.

5. Escalation & Collaboration

  • Escalate complex technical issues to Level 2/3 teams when necessary.
  • Collaborate with network, infrastructure, and security teams for issue resolution.

Required Skills & Qualifications

  • Proven experience in IT Support / Service Desk role.
  • Strong troubleshooting skills for hardware, software, and basic network issues.
  • Knowledge of Windows OS, macOS, and mobile device management.
  • Experience with ticketing systems and remote desktop tools.
  • Basic understanding of networking (DNS, DHCP, VPN).
  • Excellent communication and customer service skills.
  • Ability to work under pressure and multitask effectively.

Preferred Qualifications

  • ITIL Foundation certification (preferred).
  • CompTIA A+ / Network+ / Microsoft certifications.
  • Experience with Office 365 administration.
  • Familiarity with Active Directory and Azure AD.

Soft Skills

  • Problem-solving mindset
  • Team player
  • Strong time management
  • Attention to detail
  • Professional and friendly communication

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