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1st Line Support

Miejsce pracy: Gdańsk
Region: pomorskie

Develocraft is looking for 1st. Line Client Support Engineers for one of our international clients who provides hybrid IT solutions. You will be part of the Service Operations Level 1 team, supporting Mission Critical infrastructure for our client customers, delivering a responsive and exceptional support service you’ll resolve complex technical client incidents and problems.

Responsibilities:

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in our client's structured approach to troubleshooting problems 

Requirements:

  • At least 1 year experience in an IT role i.e. Helpdesk
  • Knowledge of a call management system and its function
  • Knowledge of ITIL and its function within IT
  • Excellent customer service skills
  • Excellent demonstrable written and verbal communication skills
  • Ability to multi-task and work well under pressure
  • Good team working skill essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • ITIL certification desirable
  • An understanding of Infrastructure technologies including OS, Storage and Networking
  • Demonstrable experience of working in an IT infrastructure focused helpdesk role
  • General understanding of internet/e-commerce technology and its importance to organisations
  • Basic technical awareness of IT server infrastructure
  • Knowledge of the ITIL framework desirable
  • Additional preferred knowledge: VMware, ITIL, Scripting, Public Cloud
  • Fluent English

What we can offer you in this project:

  • Work in Gdańsk
  • Salary:  6 000 - 8 000 PLN gross CoE
  • Working in an international environment 
  • Yearly bonus 
  • Contract of employment
  • Training budget
  • MyBenefit card : (monthly you get 280 points which you can use for example LuxMed, Multisport, Life insurance)
  • Lunch card (190 PLN monthly)

Visit as at www.develocraft.com

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