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1st Level Support and Help desk
The First Level Support Engineer is responsible for the remote support of our IT
community e.g. client hardware, software, active directory, storage and our Office 365
environment. The role will work closely with colleagues in both our Global Group and
our partners to ensure that our divisional infrastructure is continuously supported, and
our IT community are supported in a timely manner.
The candidate will primarily be managing the helpdesk, logging tickets, answering
phone calls, troubleshooting/ diagnosing IT user issues and escalating to 2nd and 3rd
They will remotely access IT users’ desktops (Teamviewer or equivalent) to solve issues
that our IT community experience.
The candidate must have previously worked in a similar role and have experience with
Active Directory, Office 365 and general IT processes and procedures e.g.
German and English Language both written
Qualification in an IT related field
1-2 years providing high level, hands-on
technical support to users
Responsible for manning the helpdesk,
creating and resolving tickets to defined SLAs.
Troubleshoot technology issues using various
internal and external resources.
This role is a unique opportunity to become part of an expanding IT organization in a
shared service centre and the candidate must be willing to travel when required to