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IT Specialist (Senior Analyst) (L2 Support) with Spanish & English

HCL PolandO firmie

  • Opolska 114, Kraków
    Kraków, Lesser Poland
  • Ogłoszenie wygasło 6 dni temu
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HCL Poland

Opolska 114

Kraków

Technologies we use

Expected

  • Windows Server

  • Active Directory

  • ServiceNOW

  • Office

  • Office365

Your responsibilities

Managing user account across applications running on various platforms like Windows, Active Directory, Exchange

To create and administer LAN accounts of the users

To create and administer various shared resources e.g. Distribution Lists, Directories

To provide permissions to the user as required by them

To Standardize the network resources as per the client requirement

Ensure that the customer has the appropriate access to the tools to support the business in an efficient way

System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping

Create E-mail account for the users and administer them

Grant permissions on various network resources available to users

Creation and administration of Global groups

Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms

Creation of New Directories as per the customer guidelines and grant permissions on them

Setting up servers as per the client standards and granting permissions on them

Perform development and maintenance of knowledge Base for the User Account Maintenance Processes

Our requirements

Technical Requirements

Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)

Understanding of ITIL processes

Experience in UNIX/Mac environment

Working knowledge of ticketing system for incident management

Ability to define processes and implement them as per need

Ability to conduct Root Cause Analysis

Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone

Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists

Knowledge of VPN and remote dial-in users

Knowledge of Active Directory, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X

Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW)

Soft Skills

Good communication and conversation skills (both verbal and written)

Fluent Spanish and English (min C1), any other European language nice to have

Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

Ability to ensure high level of customer satisfaction and acceptance

Personal dedication to providing high quality service. Ability to finish what is started is a must

Desire to reinforce HCL’s values and methodology

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared

Ability to acquire new information quickly and the willingness to do so at all times

Years of Experience:

Total: 3-4 years of higher education (B.Sc. or diploma)

Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems

Certification Requirements:

MCP/MCSE/MCSA preferred

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

What we offer

  • Life insurance

  • Private medical health

  • MultiSport Card

  • Clear career path in a growing multinational organization

  • Benefits

  • sharing the costs of sports activities

  • private medical care

HCL Poland

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

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