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.

 

Specjalista ds. Wsparcia IT z językiem francuskim
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
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