Desktop Support Specialist (L2) – ( English + Portuguese + Spanish)

  • 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 with installation and configuration.
  • 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 idea of ??????building up a desktop service.
  • Experience from the desktop environment.
  • Ensures that computers are seamlessly connected with systems, e-mail 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 the 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 tool.
  • 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),
  • VPN and remote dial-in users.
  • 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?? :??

  • Excellent communication and conversation skills (Verbal and Written) in English,
  • Portuguese and Spanish.?? ?? ?? ?? Should have a great customer handling skills.
  • 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.
  • 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.
  • Ability to work on the pager during the week.
  • Customer Focus.
  • Team work .
  • 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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