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L1/L2 Service Desk Engineer

Grafton Recruitment
Praca w Małopolskie Stała


Responsible for providing phone, chat and email based technical support. Assists employees in determining problems, and provides resolutions on technical and service problems. Responsible for user satisfaction through effective handling of user problems. Ensure proper escalation procedures are followed. Performs assigned functions according to standardised policies and procedures. Basic analytical ability and cognitive skills are required to understand & resolve technical issues.

- Provides Technical remote support on operating systems (Linux, Mac, Windows, Chrome and Android) with basic OS troubleshooting techniques and documented escalation procedures
- Provides Technical remote support to the point of installation and basic use; if required need to escalate or file bug with application owners
- Uses troubleshooting techniques to identify network related issues
- Provides system administrative support and basic hardware troubleshooting
- Help employees with access & account issues based on defined/documented guidelines, policies and procedures
- Attends required technical training sessions and makes effective use of KBs to address issues efficiently
- Complies with schedule adherence to ensure the overall service level targets are achieved
- Identifies and provides input on unique (or) recurring user problems


- Knowledge of Windows OS and basic knowledge on Linux OS
- Knowledge of PC architecture/technology
- English at B2/C1 level
- Understanding of policies and procedures and the ability to
determine the course of action based on given guidelines
- Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
- Good organisational skills
- Good Analytical & Cognitive skills
- Excellent telephone and customer handling skills
- Ability to deal professionally with irate customers
- Ability to learn new products and technologies




  • Grafton Recruitment
  • Praca w Małopolskie
  • Kategoria: Management
  • Wynagrodzenie: Od 0 PLN do 0 PLN
  • Rodzaj pracy: Stała