Support Agent (L1)

🚀Job Vacancy: Support Agent for internal users of Laptops, installed apps and other work related devices

🌆 Location: Poland in office - Kraków

🖊 Contract: B2B or Mandate Contract 

⏰ Working hours: 08:00-16:00

Company Overview:

Kolomolo is a globally recognized tech enterprise dedicated to delivering state-of-the-art digital solutions. As we expand our operations, we are on the lookout for Support Agent (1st line)

Roles & Responsibilities:

The role involves providing support for users of company laptops and other devices. Typically this involves setting Windows access and permissions, solving hardware setting related issues and other similar challenges which users may experience which hampers their ability to work efficiently. This support is  based on support requests received from users electronically or via calls as well as automated system monitors.

• To provide 1st line technical support, observing alarms, troubleshooting
• Handling calls , Service portal and Jira.
• Notifying stakeholders if the alarm becomes a P1/P2 alert.
• Monitoring services and alerts
• Identifying the issue and categorizing / prioritizing the incident
• Perform basic Troubleshooting Windows/Network
• Creating a ticket in ITSM tool (JIRA)
• Recording trend of alerts/incidents and identifying outages proactively
• Working hours: 08:00-16:00. Be on standby if needed outside office hours

Qualifications and skills:

• 3+ years’ experience in an IT Support in a global organization
• Fluency in English language (Min B2)
• Good at troubleshooting IT services
• Should have knowledge of monitoring services, ITSM system like JIRA, Confluence
• Should have good logical reasoning skills, Customer Service skills.
• Should be a team player & work collaboratively with onsite and offshore teams.
• Should have worked in high pressure work environment and had the ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup
• Knowledge of Office365, Windows 10/11, Microsoft AD, Printers, BitLocker , Intune/MDM , VPN.
• Excellent Verbal and written Communication skills.
• Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
• Any ITSM tool e.g.: JIRA etc.
• Friendly customer orientated problem solving mindset 

You will be at an advantage with:

• Experience in an Infrastructure, Windows Platforms.
• Experience with at least one cloud technology, particularly AWS.
• Experience with Jira, Confluence.
• Conversational Swedish  

WHAT WE OFFER:

• Competitive salary and benefits
• A dynamic, collaborative, and growth-oriented work environment
• Opportunities for career advancement and continuous learning
• Flat management structure
• B2B contract
• A chance to be part of something bigger where what you say matters
• Agile ways of working
• Fun and relaxed working environment where work-life balance is important
• Regular company events (time for fun)
• Office in Krakow (High quality coffee / Tea / Fruits / Sweets)
• Ability to work alongside young, motivated, eager to learn and talented team

ABOUT US:

Kolomolo, a global supplier of software engineering and IT outsourcing services, is looking for a Support Agent (1st line).

While Kolomolo is a pillar of strength, we shatter the corporate mold. Think agile teams, generous autonomy, and a remote & asynchronous ethos.

We're also big on work-life harmony, inspired by Scandinavian values.

Curious?

Dive deeper into Kolomolo's Career Portal.

WHAT MAKES USE DIFFERENT?

We prioritize learning and development, and we recognize and reward hard work and intelligence. We treat our staff with respect and trust, giving them responsibilities and seldom checking up on them. We prefer agile ways of working, minimizing unnecessary management and bureaucracy.

Our team is made up of passionate and knowledgeable individuals who love what they do and are always eager to help each other. But it's not all work and no play at our company!

We believe in a healthy work-life balance and foster a fun and inclusive culture.

Join us and be part of a dynamic team that encourages continuous learning, rewards hard work, and values a fun and inclusive work culture. Take your career to new heights with us as, where you'll have the opportunity to work with cutting-edge technologies, align your work with your passions, and be part of a team that truly values your contributions.

Apply now and let's embark on an exciting journey of learning, achievements, and camaraderie together!

Cheers to a fulfilling and rewarding career with us!