The Technical Support Specialist is a critical component in the IT department’s ability to provide effective customer support in all aspects of our dynamic environment. The role is highly visible, customer facing and at times the only IT representation at the location while providing day to day computer, mobile device and AV/VC/Telecom as well as IPTV basic support to the local business.
Additionally, at times other IT departments might require assistance in doing infrastructure changes on-site. Due to the nature of the IT department’s organization the role will also involve working for other countries / offices in projects as well as covering for holidays or sick leave on a regular basis.
The Technical Support Specialist is expected to have a versatile skill set both technically and personally with an ability to stay focused and continually develop as an experienced and skilled technician while working with an international team daily. Essentially the role requires a person who is people orientated and understands that the service offered empowers our customers to run a successful business.
The role is based in Warsaw, Poland and reports to the Lead Technical Support Specialist Central Europe based in Warsaw, Poland.
Provide 1st and 2nd line support for IT hardware and software
Provide executive support for a limited number of senior executives
Ensure timely communication & resolution of issues to set Service Level Agreements (SLA)
Interface with customers (technical & non-technical proficient) in a professional manner representing the IT department in person or via phone / email / messenger towards local users as well as ones located in other offices around Europe.
Prepare & deploy end-user desktops / laptops and support them day to day
Prepare & deploy mobile devices and support them day to day
Support users with printing / faxing & scanning services
Prioritize work load in a way that ensures that every user can work every day
Work over-hours if circumstances require it or business is affected negatively
Properly document incidents and tasks into the ticketing system (currently ServiceNow) including the resolution or workaround as well as regular updates of pending / active cases.
Manage assets and document their changed state into asset database (currently ServiceNow)
Manage hardware stock by doing regular inventories and report critical levels to procurement in time.
Provide AV/VC/IPTV setup assistance and support as directed
Support office workshops / meetings / fairs / other general staff activities
Ensure that provisioning requests are managed and deployed timely
Collaborate with other IT teams to resolve issues and participate in global projects
Define & document support procedures and upload documents to Knowledge Base
Assist in software rollouts and new technology implementation in Europe
As member of the Global IT Support team, support the implementation of global IT standards, processes and documentation in the region
Liaise with 3rd party suppliers and internal resolver groups when needed
Recommend new hardware and software solutions to support business needs
Train users in new IT standards and processes as well as IT basics if required
Provide support during office moves / re-locations in Europe (includes travel)
Travelling to other offices for projects / training / staff activities
Take over other IT related ad hoc responsibilities as requested by IT management or GOC (Global Operations Centre)
Experience in an Enterprise-level support environment
Strong communication (to client, team and management) and strong customer facing skills (both verbal and written)
Working knowledge of ITIL required. Foundation certification desired.
Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
Ability to prioritize workload within each day
Punctuality and adhering to work hours as defined by IT management
Must work assigned schedule in order to provide support for end-users
Solid critical thinking, analytic and problem-solving abilities
Willingness to travel to other offices if required
Solid experience with supporting Windows and Mac OS, Android and iOS
Solid experience with supporting MS Office on all platforms
Ability to use a ticketing system (preferably ServiceNow)
Experience in supporting: remote access (VPN, Citrix), SMS/SCCM
Ability to build, configure, deploy and troubleshoot the desktop/laptop/ printing environment (Wintel and Mac)
Solid understanding of Microsoft’s Active Directory to help with design and planning for new office setups and to help with project management during M&A activities that may require AD modifications.
Understanding of TCP/IP, WINS, DHCP, DNS, Active Directory, Group Policy Objects, Windows Domains
Experience of infrastructure hardware support - including NetApp, Juniper/ Palo Alto and HP Servers
Change management coordination as well as development & management of local/regional infrastructure projects
Experience with AV (Cisco, Tandberg, Crestron, Zoom), Voice over IP and IPTV technologies are desirable
Able to demonstrate flexibility, including flexibility in working and changes in process
Show initiative and positive attitudes when dealing with problems
Proficient in English as day to day work involves communication in English
Strong follow-up skills
Highly motivated with the ability to assimilate and learn new technology