IT Specialist (L2 Support) fluent in Portuguese, Spanish, and English

Nasze wymagania: Bachelor’s degree or equivalent in IT, Computer Science, or related field (3–4 years of higher education). 2–3+ years of experience in help desk, desk-side support, or IT customer service, with proven ability to resolve hardware-related issues. Fluency in Portuguese, Spanish, and English (minimum C1 level); proficiency in other European languages is a plus. Strong working knowledge of Windows operating systems (Windows 2000/2003/2008 servers; Windows XP/Vista/7 clients), Active Directory, Exchange (2003/2007), and Mac OS/OS X. Familiarity with UNIX/Mac environments and VPN/remote dial-in technologies. Experience with ITSM ticketing tools (e.g., ServiceNow, Remedy, HP Service Center, Peregrine Service Center). Understanding of ITIL processes, particularly in service desk, incident, problem, and change management. Excellent communication skills; able to effectively interact with customers and internal teams. Resourcefulness, strong customer service orientation, and dedication to high-quality service delivery. Mile widziane: MCP, MCSE, or MCSA certifications preferred. ITIL Foundation certification (V2 or V3) is an advantage. Ability to define, document, and implement IT processes as required. Strong analytical and problem-solving skills, with aptitude for conducting root cause analysis. Willingness and ability to quickly acquire and apply new knowledge. Demonstrated ability to integrate and collaborate as a cross-functional team player in a fast-paced, knowledge-sharing environment. O projekcie: As an IT Specialist (L2 Support) fluent in Portuguese, Spanish, and English, you will play a pivotal role in ensuring the seamless management of user accounts, network resources, and incident resolution for our clients’ IT environments. Operating from our state-of-the-art Kraków office, you will act as a trusted technical advisor, providing expert support and maintaining high standards of service delivery that align with HCLTech’s reputation for excellence. Zakres obowiązków: Manage user accounts across multiple platforms, including Windows, Active Directory, and Exchange. Create, administer, and maintain LAN accounts, Global Groups, and email accounts for new and existing users. Manage and standardize shared resources, such as distribution lists, directories, shared email accounts, calendars, and conference rooms, in accordance with client requirements. Set up servers and grant appropriate permissions following established client standards. Ensure efficient and secure access to IT tools, enabling clients to operate their businesses effectively. Serve as a System Administrator for User Account Maintenance and Incident Management Systems, including ongoing system housekeeping. Develop and update knowledge base documentation for user account maintenance procedures. Diagnose, resolve, and document hardware, software, and network problems, providing support via telephone and ticketing systems. Apply ITIL processes, participate in root cause analysis, and support incident, problem, and change management activities. Oferujemy: • Life insurance • Private medical care • MultiSport Card • Subsidy for glasses • Subsidy to language courses • Christmas and holiday bonuses