User Support Specialist

User Support Specialist

B2b- 14 tys netto +VAT

This is a hybrid role, requiring you to work from our Warsaw office

Profile domains (summary): Desktop Support, ITIL, Windows OS Support, Active Directory, Networks, Applications Management

Minimum English language skills : C1

Knowledge and skills:

- At least 2 years (full time) experience at the similar position (tier 1, 2, 3)

- At least one of Microsoft, Cisco or any Service Management certificate

- Excellent understanding of complex information systems and their interoperability

- Excellent knowledge of IT end users infrastructure (workstations, printers, peripherals etc.)

- Excellent knowledge of workstations’ management services

- Excellent knowledge of directory services

- Excellent knowledge of TCP/IP networking and related services

- Good knowledge of server’s operating systems

- Practical knowledge of ITIL, especially incident and request fulfilment processes

- Excellent communication skills (in written and verbal communication)

- Open minded, excellent troubleshooting, analytical and problem solving skills

- Very strong sense of responsibility

- Accuracy and attention to details

- Sense of tact and diplomacy

- Friendly, supportive and helpful personality with co-operative and service oriented attitude

- High level of initiative

- Ability to work in stressful environment with minimal supervision

- High level of motivation and initiative

Specific requirements:

- At least 2 additional years of full time experience on tier 2 or 3 (with in depth troubleshooting and root cause analysis).

- At least 1 year of full time experience working in active 24/7 mode.

Typical tasks and responsibilities:

- 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, e-mail 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 knowledge base development

- Contributing to support service improvement

👉 If you’re ready to take the next step in your career and work on exciting projects – apply now and join our team in Warsaw