The role of the 2nd Line Support / Incident Specialist is to provide remote support to end users on a variety of issues as well as to perform Incident Management duties. This will be a dual role within the Service Desk organization. For their role as Service Desk Tier II Analyst, you will be responsible for identifying, researching and resolving technical problems. You will also respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution.
At least 3-5 years’ experience in providing remote phone and desktop support.
Must possess a working level knowledge of Service Now to include advanced functions and reports.
Strong fault finding/diagnostics/trouble-shooting skills.
Excellent relationship and customer service skills.
Strategic and tactical mindset.
Basic Network Administration
Basic Network configuration troubleshooting
Knowledge of hardware and software
Protocol and OS Knowledge:
Experience with Windows operating systems.
Experience with IOS and Android OS required
Familiarity in browser technology
Experience in VOIP systems (telephony)
- Grafton Recruitment
- Praca w Małopolskie
- Kategoria: Logistyka
- Wynagrodzenie: Od 0 PLN do 0 PLN
- Rodzaj pracy: Stała