IT Support Analyst with Spanish & English
⚲ Kraków, Prądnik Czerwony
Do uzgodnienia
Wymagania
- ITIL
Opis stanowiska
Nasze wymagania:
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
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
Mile widziane:
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
Zakres obowiązków:
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
Oferujemy:
Life insurance
Private medical care
MultiSport Card
Subsidies for glasses
Subsidies for language courses
Christmas and holiday bonuses
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
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
Mile widziane:
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
Zakres obowiązków:
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
Oferujemy:
Life insurance
Private medical care
MultiSport Card
Subsidies for glasses
Subsidies for language courses
Christmas and holiday bonuses
🔍 Dekoder Ogłoszenia
🔴
Ability to rapidly acquire new technical knowledge and adapt to changing processes
Spodziewaj się częstych zmian w technologiach i procedurach, które będziesz musiał szybko przyswajać.
🔴
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 podstawowe problemy użytkowników przez telefon, co może być powtarzalne i stresujące.
🟡
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Chociaż wspomniano o 'równoważnym doświadczeniu', preferowany jest formalny dyplom, co może ograniczyć kandydatów bez wyższego wykształcenia.
🟡
ITIL Foundation certification or working knowledge of ITIL best practices
Chociaż jest to mile widziane, brak certyfikatu lub wiedzy może oznaczać, że będziesz musiał szybko się go nauczyć lub pracować w środowisku o niższych standardach ITIL.
🟡
Route complex issues to interna
Twoja rola będzie ograniczona do pierwszego kontaktu, a rozwiązywanie bardziej skomplikowanych problemów będzie przekazywane innym.