Care Center Analyst (1st and 2nd line)

Kraków
KDZ/KDZ/2019/3/6

Key responsibilities:

Provide level 1 and level 2 support for users via phone, email, and ticketing system
Support remote users using desktop management tools.
Troubleshoot and resolve problems with end user equipment and software.
Support latest Windows/Mac operating systems.
Diagnose and resolve complex end user support issues.
Escalate issues to appropriate teams within IT as needed.
User account provisioning and maintenance.
Supervise the onboarding service including provisioning of hardware and access for users prior to their start date.
Manage incoming help tickets and assign appropriately.
Create and maintain documentation as it relates to end user systems, support and processes.
Assist with maintaining end user inventory of equipment.
Perform other related duties and participate in special projects as needed.

Requirements:

Demonstrated skills in working tickets and user requests both from start to finish with a high level of customer service and communication.
Strong technical background in both PC (Win 7/10) and Mac (OS 10.10.x through 10.13x).
Strong proficiency in Microsoft Office Suite (Office, Outlook, Visio, Project).
Experience with various hardware including PCs, Macs, printers, peripherals, smartphones, and A/V equipment.
Administering user and computer accounts within Active Directory.
Experience using and troubleshooting VPN for remote connectivity.
Solid understanding of varying IT software and hardware platforms.
Experience with remote management solutions: Systems Center Configuration Manager (SSCM), Altiris, Tanium etc.
Administering office telephony equipment and services.
Understanding of LAN/WAN and networking protocols.

We offer:

The opportunity to work in a newly formed team.
The ability to join the growing SSC structure.
Being part of the global structure.
Cooperation with prestigious companies from the financial and stock market sectors.
Contract of employment, life insurance, private medical care.
Parking place.
Work according to the Polish labor law.

Care Center Analyst (1st and 2nd line)