Desktop Support Specialist (L2) – (English + German + French)

  • Full Time
  • warsaw

Website Collabera

Job Description

General Description

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.
Involves managing team over 10 desk side agents.


Responsibilities :

  • Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines??.
  • Works with vendor support contacts to resolve technical problems??.
  • Works with service desk and RDS as appropriate to determine and resolve problems received from clients????.
  • Responds to support requests from service desk, users and other infrastructure
  • Performs upgrades as directed to ensure the longevity of equipment????.
  • Keep track of request and make sure they are implemented as planned.
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Microsoft environment knowledge (desktop & server).
  • Have some level of technical understanding of the products building up a desktop service.
  • Experience from the desktop environment.
  • Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
  • Provide weekly reports ??.
  • Implement best practices ??.
  • Be the single point of contact with customer

Technical Requirements :

  • Managing a minimun of 10 members on service desk or desk side.
  • ITIL V3 certified
  • Exposure on managing remote sites.
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows and Novell Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000?? ,Servers: Windows
  • 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center??.
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and
  • Windows Native too.
  • VPN and remote dial-in users.
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook,
  • MS Project, and MS Visio??.
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • Support for laptop, desktops, and printers??.
  • PDA and blackberry support??.
  • Apple Ipad Device support????.
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc.

Soft Skills?? :????

  • Should have a great customer handling skills????.
  • Excellent communication and conversation skills (Verbal and Written)?? in ??English ,
  • German and French?? .?? Able to handle unforeseen situations?? ??.
  • High level of acceptance .
  • Willing to work on rotating 24X7X365 shifts – No travel?? ?? .
  • Other Skills / Experience?? .
  • Ability to successfully provide hardware/software/network problem analysis and
  • resolution support over the phone.
  • Personal dedication to providing high quality, superior service at all times.?? Ability to
  • finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where
  • all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other help desk staff and to be
  • on call via pager during the week.
  • Customer Focus.
  • Teamwork .
  • Technical Expertise.
  • Interpersonal Effectiveness.
  • Concern for Order and Quality .

Years of Experience????:

  • Total?????????????? :?? 3-4 yrs of University education post High school (B.Sc. or Diploma)
  • Relavant :???? 2 – 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,

Certification requirements?? ?? :

  • Preferred MCP/MSCE/MSCA or HDI CSS
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change
  • Management preferred

Education requirements?? :

  • Two year associates degree in related field
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