IT Support Analyst with Spanish & English
⚲ Kraków
Do uzgodnienia
Wymagania
- Helpdesk
- IT Support
- Customer Support
Opis stanowiska
HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.
To learn how we can supercharge progress for you, visit hcltech.com.
Detailed Responsibilities:
• Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Spanish and English
• Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation
• Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System
• Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution
• Administer and manage user access permissions across various systems, ensuring security and compliance
• Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution
• Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions
Skill Requirements:
•
Proficiency in both Spanish and English (minimum B2 level in each)
• Excellent verbal and written communication skills, with the ability to explain technical information clearly
• Strong customer service orientation and problem-solving abilities
• Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting
• Ability to rapidly acquire new technical knowledge and adapt to changing processes
• Experience in documenting and managing incidents using ticketing or call tracking systems
Required Qualifications:
• Previous experience in a technical support or IT helpdesk role
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Proven ability to support users in both Spanish and English
Other Requirements (Optional):
• ITIL Foundation certification or working knowledge of ITIL best practices
• Experience working in a multinational or multicultural environment
• Familiarity with remote troubleshooting tools and enterprise IT systems
Career Development Opportunities:
At HCLTech, we are deeply invested in the professional growth of our employees. As an IT Helpdesk Analyst, you will have access to continuous learning programs, technical certifications, and soft skills training tailored to your career aspirations. High performers are regularly considered for advancement into senior technical roles, specialized IT tracks, or leadership positions both locally and globally. You will also benefit from mentorship initiatives, cross-functional project exposure, and opportunities to participate in global technology innovation programs, ensuring a dynamic and rewarding career path within HCLTech.
This is hybrid position from our Krakow office at Opolska 112.
3 days onsite, 2 days remote
What we offer:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses
To learn how we can supercharge progress for you, visit hcltech.com.
Detailed Responsibilities:
• Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Spanish and English
• Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation
• Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System
• Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution
• Administer and manage user access permissions across various systems, ensuring security and compliance
• Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution
• Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions
Skill Requirements:
•
Proficiency in both Spanish and English (minimum B2 level in each)
• Excellent verbal and written communication skills, with the ability to explain technical information clearly
• Strong customer service orientation and problem-solving abilities
• Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting
• Ability to rapidly acquire new technical knowledge and adapt to changing processes
• Experience in documenting and managing incidents using ticketing or call tracking systems
Required Qualifications:
• Previous experience in a technical support or IT helpdesk role
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Proven ability to support users in both Spanish and English
Other Requirements (Optional):
• ITIL Foundation certification or working knowledge of ITIL best practices
• Experience working in a multinational or multicultural environment
• Familiarity with remote troubleshooting tools and enterprise IT systems
Career Development Opportunities:
At HCLTech, we are deeply invested in the professional growth of our employees. As an IT Helpdesk Analyst, you will have access to continuous learning programs, technical certifications, and soft skills training tailored to your career aspirations. High performers are regularly considered for advancement into senior technical roles, specialized IT tracks, or leadership positions both locally and globally. You will also benefit from mentorship initiatives, cross-functional project exposure, and opportunities to participate in global technology innovation programs, ensuring a dynamic and rewarding career path within HCLTech.
This is hybrid position from our Krakow office at Opolska 112.
3 days onsite, 2 days remote
What we offer:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses
🔍 Dekoder Ogłoszenia
🔴
Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Spanish and English
Będziesz głównie odpowiadać na telefony i rozwiązywać podstawowe problemy techniczne, często powtarzalne.
🔴
Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation
Oczekuje się od Ciebie samodzielnego rozwiązywania problemów, nawet jeśli są to rutynowe zadania.
🔴
Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System
Duża część pracy będzie polegać na wypełnianiu dokumentacji i śledzeniu zgłoszeń w systemie.
🔴
Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution
Twoja rola może ograniczać się do przekazywania trudniejszych problemów dalej, a nie do ich faktycznego rozwiązywania.
🟡
Maintain high standards of customer service, guiding user
Będziesz musiał wykazać się cierpliwością i umiejętnością tłumaczenia skomplikowanych kwestii technicznych osobom nietechnicznym.