Senior User Support Specialist

Fabrity

•••

Senior

12 000 - 16 000

pln

net / month (B2B)

Online interview

B2B

Warsaw

Remote possible

20%

Your tasks

Providing high quality technical assistance and support services for both internal and external users
Processing simple and complex service requests and incidents reported via self-service portal, phone, email or in person
Proposing workarounds, troubleshooting and analysing reported incidents
Escalating reported issues to domain specific support lines if necessary
Providing user guidance and advice
Contributing to support service improvement

Delivery of high quality ICT Services to end users, including, but not limited to:

Creating high quality end user manuals and technical guides.
Ensure customer satisfaction by providing input into service improvements and by a highly professional interaction with end users by phone, e-mail, self-service portal and in person.

At least 2 additional years of full time experience on tier 2 or 3 (with in depth troubleshooting and root)
At least one of Microsoft, Cisco or any Service Management certificate
Understanding of complex information systems and their interoperability
Knowledge of IT end users infrastructure (workstations, printers, peripherals etc.)
Knowledge of workstations’ operating systems and management services
Knowledge of directory services
Knowledge of TCP/IP networking and related services
Knowledge of server’s operating systems
Practical knowledge of ITIL, especially incident and request fulfilment processes
Fluency in English