Global Service Desk Analyst Tier II

Requisition Number:  14763
Company:  W Electric Poland LLC
Location: 

Krakow, MA, PL, 30-701

The role of the Westinghouse Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues.  The employee will be responsible for identifying, researching and resolving technical problems and respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. 

 

 

Responsibilities:

  • Assures smooth handling of individual problems from call-in through resolution.  Practicing Total Contact ownership.
  • Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
  • Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and  IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
  • Escalates/Coordinates 3rd level support to resolve problems if necessary 
  • Assists peers with troubleshooting, SD processes and procedures.
  • Provides first point of contact on escalated/routed issues from Tier I
  • Resolve and support end user issues with the help of remote control tool and remote resources
  • Excellent written and verbal skills and strong customer service.  This is an end user facing role via remote tools and phone support.  The ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
  • Basic network administration
  • Active Directory Administration
  • Perform Tier 1 NOC Monitoring  responsibilities (work with Telecom provider, escalate tickets to Network team, etc)
  • Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team) 
  • Tier 2 Application Support\

 

Requirements:

  • Associates degree in Information Technology or equivalent
  • 3-5 years working experience at Service Desk Role in providing remote phone and desktop support
  • HDI HelpDesk Professional or ITIL Foundations Required
  • Network+ Certification preferred
  • Skills and Competencies:    Networking Skills:
  • Basic Network Administration 
  • Basic Network configuration troubleshooting
  • Knowledge of hardware and software
  • Protocol and OS Knowledge:
  • Experience with Windows operating systems.
  • Experience with IOS and Android OS required
  • Familiarity in browser technology
  • Experience in VOIP systems (telephony)

 

Benefits:

  • Stable employment in newly created SSC in Kraków
  • Outstanding and supportive atmosphere of collaboration in the team and in Westinghouse group
  • Attractive remuneration with bonuses
  • Hybrid model of work, flexible working time
  • Benefit package with Multisport card
  • Life insurance
  • Private Medical Care
  • Charity initiatives
  • Parking space for employees
  • Employee referral program

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

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