ENSONO Sp. z o.o.

Client Support Engineer Level 2

ENSONO Sp. z o.o.O firmie

8000-10000 zł brutto / mies.

ENSONO Sp. z o.o.

Bernarda Chrzanowskiego 11

Gdańsk

CLIENT SUPPORT ENGINEER LEVEL 2
Location: Gdańsk
Salary: 8000 - 10000 PLN brutto

Reporting to the Team Leader you’ll be part of a 2nd Line support team, supporting the mission critical infrastructure of Ensono’s clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.

The 2nd Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:

- Managing all requests logged into the queue
- Managing client communication on all issues and requests
- Proactively reviewing high level problem management
- Reducing the number of repeat issues through route cause analysis
- Building strong client relationships by becoming a point of contact for clients
- Working with internal departments to mitigate client concerns

You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 3 position, or alternatively into one of our SME teams via our development path program aimed at building high level technical understanding in a full range of specialties.

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL framework processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members

Knowledge

  • Possess a strong understanding of server and network infrastructure architecture
  • Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
  • Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
  • An understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking
  • Additional preferred knowledge:  VMware ESX, VSphere, Exchange, Cisco experience, ITIL

 

Skills

  • Good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
  • A ‘client centric’ approach
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE) 
  • ITIL certification desirable

What do we offer?

  • My Benefit system
  • Multisport card
  • Private medical care (incl. dental care)
  • Life insurance
  • Modern workplace
  • Referral bonus
  • Lunch card
  • Study leave
  • Fruits and pizza days
  • One paid day off for charity events
  • Massage sessions
  • Worldwide career opportunities
  • Chillout zone
  • Training and development programs

If you are interested, please send your CV via the Apply buton below. 

Wyrażam zgodę na przetwarzanie podanych przeze mnie moich danych osobowych niewymienionych w art. 221 § 1 Kodeksu pracy, ani innych przepisach szczególnych znajdujących zastosowanie zgodnie z art. 221 § 4 Kodeksu pracy, w celu przeprowadzenia rekrutacji przez Administratora – Ensono Sp. z o.o. z siedzibą w Gdańsku, ul. Bernarda Chrzanowskiego 11, 80-278 Gdańsk, na stanowisko Client Support Engineer Level 2.

CLIENT SUPPORT ENGINEER LEVEL 2
Location: GdańskNumer ref.: Salary: 8000 - 10000 PLN brutto

Reporting to the Team Leader you’ll be part of a 2nd Line support team, supporting the mission critical infrastructure of Ensono’s clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.

The 2nd Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:

- Managing all requests logged into the queue
- Managing client communication on all issues and requests
- Proactively reviewing high level problem management
- Reducing the number of repeat issues through route cause analysis
- Building strong client relationships by becoming a point of contact for clients
- Working with internal departments to mitigate client concerns

You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 3 position, or alternatively into one of our SME teams via our development path program aimed at building high level technical understanding in a full range of specialties.

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL framework processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members

Knowledge

  • Possess a strong understanding of server and network infrastructure architecture
  • Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
  • Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
  • An understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking
  • Additional preferred knowledge:  VMware ESX, VSphere, Exchange, Cisco experience, ITIL

 

Skills

  • Good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
  • A ‘client centric’ approach
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE) 
  • ITIL certification desirable

What do we offer?

  • My Benefit system
  • Multisport card
  • Private medical care (incl. dental care)
  • Life insurance
  • Modern workplace
  • Referral bonus
  • Lunch card
  • Study leave
  • Fruits and pizza days
  • One paid day off for charity events
  • Massage sessions
  • Worldwide career opportunities
  • Chillout zone
  • Training and development programs

If you are interested, please send your CV via the Apply buton below. 

Wyrażam zgodę na przetwarzanie podanych przeze mnie moich danych osobowych niewymienionych w art. 221 § 1 Kodeksu pracy, ani innych przepisach szczególnych znajdujących zastosowanie zgodnie z art. 221 § 4 Kodeksu pracy, w celu przeprowadzenia rekrutacji przez Administratora – Ensono Sp. z o.o. z siedzibą w Gdańsku, ul. Bernarda Chrzanowskiego 11, 80-278 Gdańsk, na stanowisko Client Support Engineer Level 2.

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