IT Specialist (Helpdesk L2 Support) with English

HCL Poland Sp. z o.o.
Mid
Online interview
Employment contract
Opolska 112, Krakow

Project description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

Your tasks

  • Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)
  • Create and administer LAN accounts, Global Groups, email accounts for new users
  • Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)
  • Standardize network resources as per client requirements and grant permissions on them
  • Set up servers as per the client standards and grant permissions on them
  • Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way
  • Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
  • Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures

Who we're looking for?

  • Good communication and conversation skills (both verbal and written)
  • Fluent English (min C1) is a must-have, any other European language nice to have
  • Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
  • Ability to ensure high level of customer satisfaction and acceptance
  • Personal dedication to providing high quality service. Ability to finish what is started is a must
  • Desire to reinforce HCL’s values and methodology
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
  • Ability to acquire new information quickly and the willingness to do so at all times
  • Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)
  • Understanding of ITIL processes
  • Experience in UNIX/Mac environment
  • Working knowledge of ticketing system for incident management
  • Ability to define processes and implement them as per need
  • Ability to conduct Root Cause Analysis
  • Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone
  • Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists
  • Knowledge of VPN and remote dial-in users
  • Knowledge of Active Directory, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X
  • Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW)
  • Total: 3-4 years of higher education (B.Sc. or diploma)
  • Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems
  • MCP/MCSE/MCSA preferred
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Work environment

Recruitment process

Application
Shortlisting
Technical & HR Interview
Offer Rollout

Our company

HCL Poland Sp. z o.o.

Wrocław, Krakow, Poznań
Tech skills
  • Cisco

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