Who are we looking for?
We are looking for skilled Helpdesk Specialists to cover two work shifts. As a Helpdesk Specialist, you will respond to support issues and questions through our ticketing system, over the phone, and instant message/chat – working to assess and diagnose computer hardware/software problems and implement effective solutions. You may also be required to provide basic computer training, modify hardware systems, and perform basic computer maintenance.
To ensure success as a Helpdesk Specialist, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. Ultimately, a skilled Helpdesk Specialist provides fast and effective support.
Your duties
- Provides support to employees and clients including installation, servicing and repairing PC systems and equipment
- Resolves issues in the areas of hardware/software installation, repair, upgrade and maintenance
- Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting and proper process/documentation is followed completely
- Acts as a liaison with customers and employees on administrative and technical matters for assigned projects
- Ability to follow defined processes and procedures
- Proficient in using Microsoft Office
- Instructs customers in the operation and maintenance of systems/equipment.
- Candidates may be asked to work any shift, holidays, and weekends
Requirements
- 4+ years of field support experience in PC or MAC troubleshooting and repair
- Experience working with the company’s hardware (PC and MAC), software (COTS and proprietary) and equipment products, such as some smartphone and/or tablet equipment
- Must have 3+ years of experience in a work environment with Windows 10 and the latest MAC OS
- Experience working with SLA’s and ticketing systems such as Connectwise
- Must have outstanding customer services skills with proven soft skills
- Must be able to communicate and write in both Polish and English
- Good interpersonal skills to work with customers and be able to excel in a team environment
- Good analytical and problem-solving skills
- Good communication/presentation skills
- Good time management and organizational skills with an attention to detail
- Ability to resolve hardware/software and equipment problems
- Must be willing to complete 1 or more Microsoft certifications within the first 6 months of employment
