Deskside Support Agent

Job Title: Deskside Support Agent

Location: Remote in Poland

Employment Type: Contract or Permanent

About Hirexa Solutions:

Hirexa Solutions is a leading player in the recruitment ecosystem across the United States, United Kingdom, Europe, and India. As the fastest-growing next-generation provider of technology talent, we empower our clients to become resourceful, achieve higher productivity, adopt agile structures, and effectively execute project deliverables.

Envisioned and co-founded by veterans of the Information Technology industry, our mission is to make recruitment efficient, flawless, and cost-effective. Our unwavering commitment to strategic investments in intelligent technology underscores our passion for people and our dedication to helping organizations realize their true potential.

Position Overview:

For one of our partners, we are seeking a Deskside Support Agent who will be responsible for efficient and reliable operation of the specified client’s IT environment and end-user support. This position serves as the remote and on-site level 1 and 2 end-user support and requires the ability to manage all break & fix tickets/requests and aids with project implementations as needed. The Deskside Support Agent may work under a Hexaware manager if assigned to a managed services project or may collaborate with client management if part of a staff augmentation solution.

Responsibilities and Job Duties

• Provides direct technical support and assistance to end-users over the phone, in person, and remotely.

• Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers.

• Provides in-depth technical support; diagnose and resolve problems ranging from Tier 1 -3 type issues. Troubleshoots applications, hardware, and operating systems.  

• Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalate to other IT team resources.

• Support of networking equipment (switches, access points, firewalls, etc.).

• Must have basic to intermediate level experience working with networks.

• Able to physically connect devices, and trace issues from the user endpoint to Demarc.

• Intermediate level understanding of network topology

• Able to troubleshoot network issues to identify the root cause.

• Collaborate with internal IT on deploying network equipment.

• Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC), if applicable

• Contributes to timely and accurate communication with other parts of the organization regarding IT.

• Function as the escalation line of support for complex IT support issues from service desk staff, employees, and team members

• Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation.

• Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed.

• Ensure that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues.

• Coordinating with IT vendors for troubleshooting and outage support.

• Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues.

• Other duties or responsibilities as assigned.

Knowledge, Skills, and Abilities

• Excellent oral and written communication skills (Polish and English)

• Hardware troubleshooting

  • Laptops (Windows and Mac - along with associated hardware - monitors, speakers, mic, etc.

  • Printers /Copiers

  • Network Equipment

• Microsoft /Office 365 (Word, Excel, Outlook)

• M365 Administration (Entra/Intune/Exchange/etc.)ITSM/Ticketing Systems

• Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles, if applicable.

• Ability to manage all high-priority, fast-paced activities within required timelines without sacrificing quality.

• Ability to work independently with minimal supervision but seek appropriate involvement from other team members or senior management regarding complex issues beyond position scope.

• Required to be on call as needed to support the end users.

• IT and/or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)

How to Apply:

If you are interested in this opportunity, please submit your resume. We look forward to hearing from you!