We are looking for a service-oriented Help Desk Specialist to provide functional technical support to regional support offices efficiently and effectively.
L2 Global Technical Support Engineers are responsible for assisting regional L2 Support Teams with escalations and technical questions.
They also provide technical coaching and training as things change in the environment, as well as coordinate, diagnose, and troubleshoot a wide variety of issues together with our development teams in Poland.
As part of the duties, the L2 Global Technical Support Engineers will need to escalate incidents appropriately to maintain the service level agreements (SLA).
Key Areas of Responsibility :
Respond in timely manner to escalated tickets from our regional support offices, based on standard or account specific SLAs
Assist regional L1 + L2 Support Teams with escalations and technical questions
Deep investigation of escalated tickets : Diagnose and troubleshoot end user issues and provide appropriate solution
Provide technical guidance and mentoring to support agents
Review tickets that have been escalated to the development department and ensure quality guidelines are in place
Review development tickets to ensure they are escalated to the correct development team and updates are provided to the regional support teams
Inform regional support offices
Ensure quality standards and processes across all regional support offices are followed
Central point of contact for the development teams
Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
Escalate high priority or severe issues to supervisor / manager
Diagnose and troubleshoot end user issues and provide appropriate solution
Follow-up with end users to provide status updates as per service level guidelines (SLA's)
Provide enterprise level contact and convey resolutions to customer issues
Follow up with regional support offices , provide feedback and see problems through to resolution
Take ownership by coordinating the feedback to the regional support offices where analysis is required from other departments
Supply trainings and documentation to the regional support offices
Recommend procedure modifications or improvements
Detect possible service interruptions to our partners and anticipate potential problems
Work collaboratively with people across the organization
Maintain and increase knowledge of operational procedures, products and services
Communicate newly published knowledge base articles with both L1 and L2 Teams across the regions
Maintain list of issues that are not currently documented within Knowledge Base.
Create and submit for publishing knowledge base articles when issues are identified that are not already documented.
IT Customer Services Experience beneficial
Must be fluent in English, additional language will be an asset
Help Desk Experience and using ticketing systems to manage and track incidents
Minimum 2 years work experience in hospitality or IT Customer Services beneficial
Sound understanding of customer support, operations, and processes
JIRA and Confluence Knowledge beneficial
Strong analytical, organizational, communication and people skills
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
Proficiency in Microsoft Word, Excel and Outlook
Solid analytical / cognitive skills to troubleshoot complex and technical problems
Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
Ability to adapt quickly to new technologies, products, and procedures
Ability to work and thrive in a multi-tasked and fast-paced environment.
Be professional, have a positive get it done attitude and a strong work ethic
ITIL Service Management fluency preferred.
We offer :
all types of employment,
flexible working hours, possibility to work partially remotely,
full package of benefits, including the private medical care, sports card, life insurance, cafeteria card, English lessons and more
support of self-development in professional area (co-financed trainings, conferences, certifications etc.),
chill rooms with variety of games, team building events and staff parties,
and last but not the least great Team, atmosphere and a chance to participate in creating the enterprise-scale project from a scratch in an international environment.