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Helpdesk Specialist

  • Kraków, małopolskie pokaż mapę
  • Specjalista
  • 21.03.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Helpdesk Specialist

    About the Job

    As a Helpdesk Specialist, you will be responsible for providing world-class customer support to internal Akamai employees. You will be a primary resource for Akamai in Poland, responsible for local and global support. You will help deploy and manage a wide array of business-critical fixed and mobile workstations. You will analyze, research, and resolve complex technical issues, with a strong focus on Linux, Mac, and Windows operating systems and related hardware, and will create/update technical and procedural documentation. As part of a large Enterprise Infrastructure Services organization, you will work closely with senior administrators and engineers on problem escalation and resolution, and act as a liaison to internal customers.

    This is a long-term contract (12 months).

    About the Team

    As part of the Enterprise Infrastructure Services group, you will work closely with a geographically dispersed team of Helpdesk administrators and specialists who support our global corporate user community and provide support to other Enterprise Systems groups.

    Responsibilities

    • Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups).
    • Manage small projects and provide technical leadership to junior Helpdesk technicians.
    • Act as strong technical resource and senior escalation point for multiple technologies, including Mac and Linux desktop systems.
    • Develop tools to improve helpdesk efficiency and productivity.
    • Develop and document processes and procedures for improving efficiencies and decreasing response times.
    • Ability to work independently as well as part of a global team.

    Basic Qualifications

    • Extensive experience as a customer advocate and technical lead as part of a global Help Desk staff.  Fluent English
    • Excellent verbal and written communication skills.
    • Experience with remote support solutions, i.e. RemedyForce, Bomgar, WebEx Support.
    • Ability to manage multiple tasks with minimal supervision.
    • Experience maintaining Linux operating systems, hardware and packages.
    • Experience in a customer-driven, results-focused Help Desk environment.
    • 4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware.
    • Experience administering Mac\Windows client operating systems and packages.
    • Proven record of creating policies, procedures, and technical documentation.
    • Demonstrated history of working on multiple projects simultaneously.
    • Team-first attitude and strong interpersonal skills.

    Desired Qualifications

    • High level of competence with Mac OS and Ubuntu Linux operating systems.
    • Knowledge of packaging, scripting and automation.
    • Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching).
    • Strong knowledge of Microsoft Active Directory.

    Please add to your CV the statement below:„Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji obecnych jak i przyszłych procesów rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (tekst jednolity: Dz.U.2014r. poz.1182).”