Senior Support Technician

at  Playbook Engineering

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.

• 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.