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

Project description

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

  1. Processing simple and complex Service Requests 
  2. Troubleshooting/Analysing/Resolving Incidents 

  • Case management in IT Service Management Tool, ensuring adherence to SLA’s 

  1. Where so required escalate cases to different support lines

  • 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.

Who we're looking for?

  • 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
Skills
TCP/IP
ITIL
How we manage our projects?
Methodology
Scrum
Toolset
Laptop
Additional monitor
Headphones
Phone
Operating system
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Leisure package for families
Kitchen
  • Fruits
  • Hot beverages
  • Cold beverages
Traning
  • Trainings
Other
  • Integration events
  • Chill room

Our company

Fabrity

Warsaw, Łódź, Rzeszów 100+
Tech skills
  • .Net
  • Java
  • SharePoint

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