Service Desk Analyst Level 2 FRENCH
Support
Service Desk Analyst Level 2 FRENCH
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
French
Windows Server
English
VPN
Citrix
DNS
MS Windows Server
Active Directory
Office 365
Job description
Online interview
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.
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.
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