Service Desk Analyst Level 2 FRENCH

Support

Żwirki i Wigury 18A, Warszawa

Ricoh Polska

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Permanent

Mid

Office

9 000 - 11 000 PLN

Gross per month - Permanent

Tech stack

French

advanced

Windows Server

regular

English

regular

VPN

regular

Citrix

regular

DNS

regular

MS Windows Server

regular

Active Directory

regular

Office 365

regular

Job description

what we offer

Extended Luxmed private medical care package
Multisport card for the Employee
Group Life Insurance
Opportunity to work in an international, multi-cultural environment
Ambitious role in a global company
Cooperation with an experienced team and an excellent working environment
Contract of employment, full time, 9:00-17:00 Mon-Fri

your tasks
Provide remote technical support to our clients. The Level 2 position plays a direct role in the overall service level of our company. Level 2 Agents handle the majority of issues / tickets that Level 1 cannot resolve. This requires a strong technical skillset, troubleshooting skills, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented & customer service minded environment.

Providing advanced level support of varying products and services with more complex troubleshooting for workstation, server and network related issues, including but not limited to:

Operating system functionality
Software installation and troubleshooting
Office 365
E-mail configuration and support
Mobile Device Management
Disaster Recovery
Malware/virus detection and removal

Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers
Workstation and peripheral diagnostics and support
Escalate customer issues through the proper channels
Manage cases according to defined severities and case priorities
Maintain client security levels and confidentiality of information
Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system
Provide technical guidance to Level 1 agents by assisting with customer issues or providing formal or informal training, when required
Update cases and communicate with clients on a daily basis or as required until issue is closed
Be held accountable for measurable objectives / KPIs & SLAs
Provide Root Cause Analysis reports when required
Take customer calls when appropriate metrics are exceeded
Attend ongoing training sessions in core areas of the business

what we expect

Excellent language skills- French and English are a must
Bachelor's degree is a plus
Minimum 2 years of experience in IT support
Knowledge of VPN, Citrix, Terminal Server, Remote Web Workplace
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Excellent written and verbal communication skills
Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment
Must be dependable and able to work both individually and in a team environment
Positively represent the company to clients and provide empathetic and friendly customer service at all times
Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server)
Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication and office 365
Possesses ability to work in fast paced and challenging environment troubleshooting
Possesses excellent time management and organizational skills to manage case load of old and new cases in the Level 2 work queue
Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity, firewall VPN client & solutions.