Technical Customer Support- Tier 2
Support
Technical Customer Support- Tier 2
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
IT Support
VPN
Windows Server
VoiP
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
- The package of trainings
- Contract of employment, full time, 8 hours shifts between 13:00-1:00
your tasks
Provide remote technical support to our clients. The TCS II position plays a direct role in the overall service level of our company. TCS II's handle 90% of the technical issues submitted. This requires a strong technical skillset, 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, fun, team oriented, and customer service minded environment. TCS II's will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.
- Providing advanced level support of mindSHIFT 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
- VoIP configuration and support
- 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
- Monitor and troubleshoot client backups
- 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
- Update assigned clients' CRM Account Alerts for quick support information utilized by entire mindSHIFT Customer Care team members to support our clients
- Provide technical guidance to Tier I Technicians by assisting with customer issues or providing formal or informal training
- Update cases and communicate with clients on a daily basis or as required until issue is closed
- Be held accountable for measurable objectives including case touches, case closures, time to resolve among others
- Provide post-mortem reviews of customer cases or issues as required
- Take customer calls when appropriate metrics are exceeded
- Attend ongoing training sessions in core areas of the business
what we expect
- Bachelor's degree is a plus
- Minimum 3 years of experience in IT support
- Knowledge of VPN, Citrix, Terminal Server, Remote Web Workplace
- Availability for shift work.
- Experience with enterprise mobile devices
- Highly customer focused with ability to provide consistently excellent customer service and professionalism
- Excellent written and verbal communication skills (English)
- 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
- 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 Tier II engineers' individual case queue
- Ability to quickly and accurately analyse root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours
- Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity ranging from Citrix and Terminal Servers to firewall VPN client solutions.
- Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
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