L1 Support Engineer

JOB ROLE: L1-ANALYST

Location: Krakow, Poland

Employment Type: Contract

Job Description

Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Hands on Knowledge on tools such as MS Excel, Word, PowerPoint, Outlook, Lync etc.
Knowledge of VB, MS Access, Lotus Notes "
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, Service now
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007, 2010, 2013): MS-Word, MS-Excel, MS-PowerPoint, (1.) independently resolve tickets within SLA
Adheres to standard operating procedures/work instructions
Follow the escalation process
Follow the shift hand-over process
Update work logs
Categorizes as per CTI as appropriate
Update the knowledge base
Coaching fresher's to be independent
Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when required
Adhere to organization policies and procedures
Complies to regulatory requirements
Alert Monitoring
Ticket Monitoring
Informing On - call support
Opening Bridge Call

FLUENT IN ANY OF THE LANGUAGE: English with German or French or Italian or Dutch (MANDATORY)