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Deskside Support Technician - Kraków, Polska - Hcl Poland
Opis
About-project : As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness.
This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution.
The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department.
The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
responsibilities :
As an End User Support Technician helps in providing quality services to the end users which includes the following key roles and responsibilities: Provide customer facing end-user support that includes - Break-fix support for Laptop, desktop, tablets and associated hardware peripherals - IMAC support including large scale/bulk office moves/re-stack activities (all moves) - Support for Operating System, base load software, MS Office suite and other business application - Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs - Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance Respond to end-user requests for updates on ticket status and promptly follow up as needed Coordinate with vendors for provision of end-user support (e.g.
Hardware Vendor technicians for warranty repair/replacement)Perform managed print service invoicing/meter read/polling report verification Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide On-call support if required outside business hours on a rotational basis requirements-expected :
Excellent communication skills - Polish and English is a must Strong understanding of Client based Operating Systems Strong ticketing system experience Proficient understanding of level 1 Helpdesk services Strong understanding of end user hardware Strong knowledge of client based applications Proficient with common network protocols (TCP/IP) for device connectivity issues Customer experience - CSAT focused with Customer is #1 Attitude Professional and courteous and Ability and patience to work in a high dense client environment Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage offered : Private medical care Multi Sport Card Subsidy for glasses Subsidy to language courses Christmas and holiday bonuses Life insurance Benefit platform Courses & clear career path in a growing multinational organization benefits : sharing the costs of sports activities private medical care sharing the costs of foreign language classes life insurance remote work opportunities
