Specjalista ds. Wsparcia IT z językiem francuskim

ASTEK Polska jest częścią dynamicznie rozwijającej się międzynarodowej Grupy ASTEK. Specjalizujemy się w outsourcingu kadry IT i realizacji projektów informatycznych. Zatrudniamy doświadczonych specjalistów dla liderów z obszarów bankowości, ubezpieczeń, telekomunikacji, hi-tech, farmacji i logistyki w Polsce i za granicą.

ASTEK Polska jest czołowym dostawcą usług IT i konsultingu. Działamy w ramach grupy ASTEK International – posiadamy długoletnie, międzynarodowe doświadczenie, stale rozbudowywane zaplecze technologiczne, bogatą i wszechstronną wiedzę IT. Nasi wysoko wyspecjalizowani eksperci dostarczają klientom niezawodne, bezpieczne i skrojone na miarę rozwiązania.

Miejsce pracy: Warszawa

Job Purpose

Provide premium, remote IT support (voice, chat and email) to inside end users who operate in a fast paced, demanding environment.

Key Responsibilities:

Provide phone, email and chat support to remote users.
Utilize Standard Problem-Solving methodology to resolve customer issues.
Understand the issue
Understand what is collectively known about the issue
Solve the issue, share your experience.
Troubleshoot and resolve iOS and mobile device issues.
Use Mobile Device Management (MDM) tools to manage and support end user mobile devices.
Troubleshoot and resolve connectivity and VPN issues.
Use VPN / token management tools to administrate and support end user VPN access.
Troubleshoot and resolve functional application issues.
Document reported issues and service provided in the IT Service Management System (Remedy).
Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing.
Contribute to and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint.
Assist customers with the setup of home/wireless printers on laptops and iPads.
Collaborate with cross functional teams for escalated resolution of application or system level issues.
Advocate for customers by seeking to identify common issues and by working within the business to eliminate future occurrences.
Educate callers with helpful hints or business based best practices.
Assist callers through account or machine lockouts.
Assist users through password resets
Build Quality into all aspects of their work by maintaining compliance to all quality requirements.

Required Education, Experience and Skills:

5+ years + experience in supporting applications on IPad, IPhone and laptops and other mobile devices.
2+ years of phone support for remote user, with or without remote control capability
Fluent French and English
Thorough knowledge of iOS operating system, its upgrades and related troubleshooting.
Moderate knowledge of Android operating system, its upgrades and related troubleshooting.
Knowledge to troubleshoot VPN issues related to Pulse secure, VPN On demand, Pulse client etc. on iPads and Laptops.
Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM Airwatch console to manage user’s mobile devices.
Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support.
Hands on experience on IT Service management tool like Remedy 8.1 or 9.
Excellent customer service and communication skills, both written and oral.
Experience in assisting users on phone calls, emails and chats.
Experience collaborating with cross functional teams for escalated sales application issues.
Ability to work in extended hours if required (1st and 2nd shift availability).

Dlaczego warto z nami pracować?

Więcej informacji na temat Twoich danych przetwarzanych przez ASTEK Polska Sp. z o.o. znajdziesz tu: www.astek.pl/polityka-prywatnosci

Dlaczego warto z nami pracować?

Architekt Business Intelligence (BI)

Apteka Dr.Max

Architekt Business Intelligence (BI)

Apteka Dr.Max