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Technical Support Analyst

Technical Support Analyst

GLOBALTECH POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄWarszawa, Masovian, Poland
29 days ago
Job description

responsibilities :

  • Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills.
  • Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify the root cause and quickly determine the resolution in a 24x7 operating environment.
  • Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and / or team. Respond to incidents, requests for service, and questions within required response times.
  • Participate in call handling according to assigned skills and schedules as directed by leadership.
  • Troubleshoot and repair hardware and software issues on multiple operating systems.
  • Provide on-site and remote technical support using administrative tools for desktops, operating systems, software, hardware, printers, and peripherals
  • Assist in system upgrades and maintenance, including, but not limited to, add and / or remove the memory, hard drives, video cards, and power supplies
  • Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.
  • Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes.
  • Deploy software and system images for multiple OS and hardware standards.
  • Follow Global Payments company policies, procedures, and standards, as aligned.
  • Performs other responsibilities associated with this position as may be appropriate and assigned.
  • Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

requirements-expected :

  • 1 year practical experience in an IT Support role / Tech Support / Customer Service or combination of work experience and education
  • Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.
  • Active Directory administration.
  • Knowledge in Password Reset Processing.
  • Language Skills - Advanced knowledge of English, written and verbal (C1 - C2) and Intermediate knowledge of Polish, written and verbal (B1-B2)
  • Ability to manage multiple issues at one time with exceptional follow through.
  • Exhibits an energetic attitude that promotes teamwork, integrity, and results.
  • Experience working in cross-functional roles and culturally sensitive environments.
  • An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems that occur in desktops, mobile devices, operating systems, software, hardware, and peripherals
  • Proven team player with outstanding interpersonal and communication (written & oral) skills.
  • offered :

  • Cooperation based on contract of mandate
  • All necessary work tools
  • Access to e-learning platforms (e.g., Udemy)
  • Access to a Multisport card
  • Option to join group life insurance
  • Fresh fruit and delicious coffee
  • benefits :

  • sharing the costs of sports activities
  • integration events
  • corporate sports team
  • no dress code
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    Technical Support Analyst • Warszawa, Masovian, Poland