1st Line Support

Develocraft is looking for 1st. Line Client Support Engineers for one of our international clients who provides hybrid IT solutions. You will be part of the Service Operations Level 1 team, supporting Mission Critical infrastructure for our client customers, delivering a responsive and exceptional support service you’ll resolve complex technical client incidents and problems.

Responsibilities:

• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
• Manage and complete scheduled tasks on time
• Ensure effective client communications take place
• Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
• Advise the Team Lead of emerging issues
• Adherence to ITIL processes
• Contribute documentation to the shared knowledge base
• Ensure all changes are documented through the change management process
• Execute change management tasks in line with defined processes
• Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
• Assist and mentor team members in our client's structured approach to troubleshooting problems 

Requirements:

• At least 1 year experience in an IT role i.e. Helpdesk
• Knowledge of a call management system and its function
• Knowledge of ITIL and its function within IT
• Excellent customer service skills
• Excellent demonstrable written and verbal communication skills
• Ability to multi-task and work well under pressure
• Good team working skill essential
• Ability to document processes and procedures in a clear, concise and logical manner
• ITIL certification desirable
• An understanding of Infrastructure technologies including OS, Storage and Networking
• Demonstrable experience of working in an IT infrastructure focused helpdesk role
• General understanding of internet/e-commerce technology and its importance to organisations
• Basic technical awareness of IT server infrastructure
• Knowledge of the ITIL framework desirable
• Additional preferred knowledge: VMware, ITIL, Scripting, Public Cloud
• Fluent English

What we can offer you in this project:

• Work in Gdańsk
• Salary:  6 000 - 8 000 PLN gross CoE
• Working in an international environment 
• Yearly bonus 
• Contract of employment
• Training budget
• MyBenefit card : (monthly you get 280 points which you can use for example LuxMed, Multisport, Life insurance)
• Lunch card (190 PLN monthly)