IT Site Operations Specialist - Hardware Support

Job Description:

Overview of business area or project:

We are a major player in global banking - and an employer of choice. As we continue to expand our excellent market position, we value the force that drives our success.

Our company is committed to utilizing the most sophisticated technology, offering innovative products and providing high quality services to our clients. To facilitate this we are focused on hiring the best talent and to provide a strong platform to help our employees develop and build exciting careers.

As an IT Site Operations Specialist, you will be responsible for on-site and remote support of users across the bank offices. Your main focus will be maintenance of proper operation of IT infrastructure, in terms of hardware, network, voice connectivity and deployment of new products and solutions.

The candidate will support standardized End User devices and systems with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. This requires a strong technical skill set and great customer service skills. These skills will be used in a fast-paced, team oriented and customer service minded environment. IT Site Operations specialist will not only have strong technical abilities but also excellent customer service, teamwork, communication and troubleshooting skills.

Key Responsibilities:

- Daily environment health check and pre-shift communication.
- Incident queue coverage in shift patterns.
- Clearly document support issues and all steps performed in SNOW ticketing tool.
- Recognize and prioritize tasks arriving to dedicated queue
- Escalate customer issues through the proper channels.
- Provide all internal clients with a dedicated, positive and efficient service at all times
- Support deployment and implementation of new products and solutions
- Diagnosis and resolution of HW/Servers/network/voice technology related issues.
- Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others
- Liaise with third-level support groups when an additional support, advice or escalation is required.
- Manage and perform allocated tasks, projects, initiatives, check progress, report results to peers and higher management
- Support all ITIL processes, in particular the Incident and Problem Management processes.

Overview of the department/team (team size, backgrounds, personalities):

Team of highly motivated specialists, allocated across offices in many cities. Onsite end-users support with significant diversification of tasks types. Very high team spirit and knowledge sharing attitude. Open and honest communication, high standard of professional behavior required, client-facing, service oriented team. Close cooperation with Global Business Support Services, Network team, 1st, 2nd and 3rd level Supporting groups, locally and worldwide.

Challenges Contractor will be facing in this role:

- Multitasking
- Deploying new solutions and products
- Managing client's expectations
- Ability to work in different work conditions (open space, travel between offices, storage, etc.)
- Growing work complexity expectations as part of team's investment in people's skills and knowledge growth

Essentials Skills and Qualifications:

- Proven in-depth knowledge of IT infrastructure - network topology and hardware mainly related to corporate print environment using HP Products
- Ability to troubleshoot complex cases, in CS printers & to understand the underlying software issues
- Perform thorough case analysis via SNOW (ticketing system)
- Manage user expectations
- Knowledge and understanding of Microsoft Windows operating systems and computer architecture.
- Proven experience of support of end user environment, as well as core IT infrastructure.
- Working knowledge of Active Directory and group management.
- ITIL v3 foundation is very nice to have
- Fluent written and spoken English.

Desired Skills and Qualifications:

- Bachelor's degree or equivalent work experience,
- Knowledge of corporate print environment.
- Attention to details, understanding of importance and impact of conducted IT infrastructure changes.
- Ability to work in a heavily multitasking environment, frequently under pressure
- Manage cases according to defined severities and case priorities to meet client's expectations.
- Patience and creativity, conflict management skills.
- Ability to work outside business hours.
- Experience in cooperation within multi-site organization.
- Strong teamwork and communication/information sharing.
- Pro-active approach, ability to find initiatives and optimization ideas of existing IT environment

Candidate Value Proposition:

- Leading industry technologies
- Investment in personal competencies
- Very good team atmosphere
- Employer of choice in IT, well-known on local and international labor market

If you think this could be the right role for you, please feel free to apply online or please contact Agnieszka Wojcik directly ( (see below) ).