Job Description

Aleksandra Bielas

Aleksandra Bielas

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Krakow, Poland

L1 Technical Support Engineer

We are currently seeking an enthusiastic and motivated L1 Technical Support Engineer who will join our Service Operations Team located at Skelia office in the heart of Kraków – you will be part of the Managed Services Operations First Level Team and our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to actively
monitor the IT infrastructures of the Managed Services customers and to provide timely and professional support through diverse channels of communication. The 1st Level Team operates on a 24 by 7 basis.

Mission

Active monitoring of our customers’ IT infrastructures (servers, network devices, applications)
Reaction on all alerts as defined within the process binders
Analysis of support requests sent by our customers email or web submit into our Incident management application
Timely logging of every support request in the ticketing systems
Accurate ticket documentation of the support request and troubleshooting steps taken
Tickets follow-up and escalation in accordance with priority, impact and SLAs
Regular feedback to the affected clients on the status of the support request in accordance with priority
Ownership and responsibility for all tickets assigned on the queue
Execution of proactive health checks according to already defined checklists
Works in close collaboration with Second and Third Line Operations Teams to ensure that service delivery to the customer is of the highest standard
Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions

Requirements

Advanced English skills
Professionalism is required in all forms of communication with the clients
Initiative and positive involvement in day to day tasks
IT skills and strong interest and willingness in self-development (Windows Server 2008 R2 and higher, AD, VMware)
Strong team spirit and involvement
Punctuality and flexibility
Eager to learn and improve your technical skills

Skelia Offers

Work with cutting-edge technologies
Private healthcare
Wide range of benefits (sports card, cinema tickets, shopping & leisure vouchers, etc.)
Referral program
Access to Microsoft certifications
Great coffee & fresh fruits
Team events
English & Polish classes

We have a very informal and flexible working environment at Skelia that is very different from a typical corporate one and we’re looking for someone who’ll enjoy it as much as we do. We’re all about giving and assuming responsibility and working hard but also about enjoying working together and self-development. If you respond well to change, you are smart, creative and you love working with people – we’d love to hear from you!

 

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“Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji”

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“I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process.”

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