Support/ Helpdesk



Key Tasks and Responsibilities:

  • Monitoring service center and service management ticketing system, assiging attributes to tickets, escalating to 2nd support all the requests which cannot be handled by 1st line of support, dealing with tickets assigned to the 1st line of support.
  • Dispatching end users’ requests
  • Handdling user’s calls, providing verbal, remote and step in support
  • Following standard operation procedures (SOPs) to troubleshoot reported issues (if they esist)
  • Troubleshootin workstation and applications problems
  • Replacing and users ICT equipment
  • Replacing pronter toners
  • CD/DVD duplication
  • Preparing end users equipment for distribution
  • Maintaining ICT storage and ICT assets monitoring
  • Installing applications
  • Providin input for Service Centre knowledge database
  • Settong up and testing audio video conferences
  • Installing end using IP phones
  • Mobile phone support
  • Proting, scanning and copying support
  • End users password reset, acces rights modyfications
  • Preparing presentation and training equipment
  • Preparing equipment for decommission
  • Desktops management (including implementing new solutions)
  • Creating standard operating procedures for 1st line support activities
  • Other, as assigned by Team Leader
  • The Unit uses a software based ticketing system: Manage Engine ServiceDesk Plus ver. Enterprise 9.0 that allows for regular performance monitoring reporting such as response times, time spent, requests completed, requests with violated SLA, pending requests etc. per technician.

Oczekiwany profil:

Knowledge and Experience:

  • 1 year hands on working experience in a similar position
  • Higher education
  • One of the certificates ITIL foundation, CCENT, MTA, or any higher Microsoft certificate in Windows Client or Windows Server
  • English - B2 at least
  • Experience in administration of complex IT systems, distributed environments
  • Knowledge of ITIL ICT Service Operation, 1st line support and 2nd line support: Incident management and requests fulfilment process
  • Good knowledge on Microsoft products and technologies including Windows 7, Server 2003 and 2008, Office 2007, Office 2010
  • Familiar with Linux/Ubuntu system
  • Good understanding of TCP/IP networking and related services
  • Nice to have: Good knowledge of and experience in Audio-Video solutions (Beamers, LCDs, Large Display Walls, etc.) and Video Conference Systems

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Cieszymy się, że Core Services już kilkukrotnie zostało wyróżnione nagrodami, które stanowią potwierdzenie dynamicznego rozwoju firmy, świadczą o wysokiej jakości oferowanych usług i umacniają naszą pozycję na rynku IT.