Oferta pracy

IT Support Lead

Akamai Technologies O firmie

Rekrutacja zdalna

Rekrutacja zdalna

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Rekrutacja zdalna

Akamai Technologies

Vinci Office Center

Kraków

IT Support Lead

About the Job

As a IT Support Lead you will be responsible for providing world-class customer support to internal Akamai employees. You will be a primary resource for Akamai, responsible for providing quality support and administrative skills in a 24x7 multinational and multi-language environment. 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 have the ability and willingness to work with people from different geographic and cultural regions ranging from eastern Asia throughout Europe to North America.

Work times and shifts will be flexible in order to support the business and you will work closely with administrators, specialists and engineers on problem escalation and resolution, and act as a liaison to internal customers.
 
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 calls, chat, tickets, email, IM)
  • Act as a technical resource and escalation point for Helpdesk Administrators across 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 as part of a global Help Desk staff
  • Team-first attitude and strong interpersonal skills
  • Good level of competence either or with Microsoft, Mac OS or Ubuntu Linux operating systems
  • Fluent English
  • Excellent verbal and written communication skills
  • Experience with remote support solutions, i.e. Bomgar Chat, WebEx Support
  • Experience with IT ticketing sytems such as RemedyForce/BMC RemedyForce
  • Ability to manage multiple tasks with minimal supervision
  • Experience maintaining multiple operating systems, hardware and packages
  • 2+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
  • Experience supporting a high tech and software development environment

Desired Qualifications

  • Knowledge of packaging, scripting and automation
  • Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching)
  • Microsoft, Linux and Mac Certifications are desirable but not essential – actual on-the-job experience is key


Contact us!

If you're excited by Akamai and would like to help change the online landscape please apply via Aplikuj teraz button. [Online Recruitment]

 

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