Senior Support Technician

at  Playbook Engineering

Kraków, małopolskie, Poland -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate20 Jan, 2025Not Specified21 Oct, 2024N/AConfluence,Materials,Communication Skills,It,Jira,Operators,Computer Science,Working Experience,Access,Bicycle,Games,Information Technology,Playbook,Conferences,EntertainmentNoNo
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Description:

ABOUT THE SENIOR TECHNICAL SUPPORT SPECIALIST POSITION

We are looking for a bright Senior Technical Support Specialist to provide enterprise-level technical support to our clients and internal stakeholders. This specialist will mainly give support via email, Slack and other channels if required. A background in engineering or IT support is a must.

REQUIREMENTS

  • BS degree in Information Technology, Computer Science or equivalent in work experience.
  • Proven working experience in enterprise technical support, IT support or as a technical engineer.
  • Great problem-solving skills.
  • Great client-facing skills.
  • Outstanding written and verbal communication skills.
  • Growth mindset and willingness to learn.
  • Proactive approach, can-do attitude.
  • Experience with Atlassian family software (Confluence and JIRA).
  • Fluent english.

REQUIREMENTS WHAT DO WE OFFER?

  • Health Care and Multisport Card – Access to comprehensive health care services and a Multisport Card, allowing you to stay active with free access to various gyms and fitness centers.
  • Conference and training budgets – 2000 PLN per year – A dedicated annual budget for conferences and professional training, empowering you to enhance your skills and stay up to date with industry trends.
  • Company library – A well-stocked library of professional resources, books, and materials available for your personal and professional growth.
  • Office in the city center – Rynek Główny 6, 31-042 Kraków – A centrally located office in the heart of Kraków, giving you easy access to the city’s amenities, restaurants, and transportation options.
  • Top-notch equipment – Receive premium-quality work tools, including a Dell laptop and Jabra headphones, ensuring you have the best equipment to perform your tasks efficiently and comfortably.
  • Table Soccer and Game console – Enjoy relaxation and team bonding with games such as table soccer and console gaming during breaks or after work hours.
  • Place for your bike – A dedicated and secure place to store your bike if you choose to commute by bicycle.
  • Employee referral program – Earn rewards for referring talented individuals to the company, contributing to the growth of the team.
  • Hybrid or remote work – Enjoy the flexibility of choosing between working from home, a remote location, or the office, according to your preferences and work style.

How To Apply:

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Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution.
  • Study, diagnose, troubleshoot and recognise solutions to solve customer issues.
  • Follow standard methods for proper escalation of unsolved issues to the appropriate internal teams.
  • Maintain monitoring systems, and make changes to monitoring on a case-by-case basis to ensure prompt detection of any issues.
  • Provide timely and detailed feedback to customers.
  • Ensure proper recording and closure of all issues.
  • Prepare accurate and timely reports.
  • Document knowledge in the form of knowledge base tech notes and articles.
  • Identify opportunities for process improvements.
  • Provide mentorship and guidance to juniors, helping to develop their skills and capabilities.
  • Ensure adherence to service level agreements (SLAs) and operational standards, monitoring performance metrics and identifying opportunities for optimization.


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

Technician

BSc

Computer Science, Information Technology, Technology

Proficient

1

Kraków, małopolskie, Poland