DESKSIDE SUPPORT AGENT - Poland
The Deskside Support Agent will be responsible for efficient and reliable operation of the specified client’s IT environment and end-user support. This position serves as the remote and on-site level 1 and 2 end-user support and requires the ability to manage all break & fix tickets/requests and aids with project implementations as needed. The Deskside Support Agent may work under a Hexaware manager if assigned to a managed services project or may collaborate with client management if part of a staff augmentation solution.
Responsibilities and Job Duties
- Provides direct technical support and assistance to end-users over the phone, in person, and remotely.
- Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers.
- Provides in-depth technical support; diagnose and resolve problems ranging from Tier 1 -3 type issues. Troubleshoots applications, hardware, and operating systems.
- Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalate to other IT team resources.
- Support of networking equipment (switches, access points, firewalls, etc.).
- Must have basic to intermediate level experience working with networks.
- Able to physically connect devices, and trace issues from the user endpoint to Demarc.
- Intermediate level understanding of network topology
- Able to troubleshoot network issues to identify the root cause.
- Collaborate with internal IT on deploying network equipment.
- Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC), if applicable
- Contributes to timely and accurate communication with other parts of the organization regarding IT.
- Function as the escalation line of support for complex IT support issues from service desk staff, employees, and team members
- Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation.
- Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed.
- Ensure that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues.
- Coordinating with IT vendors for troubleshooting and outage support.
- Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues.
- Other duties or responsibilities as assigned.
Knowledge, Skills, and Abilities
- Excellent oral and written communication skills (Polish and English)
- Hardware troubleshooting
- Laptops (Windows and Mac - along with associated hardware - monitors, speakers, mic, etc.
- Printers /Copiers
- Network Equipment
- Microsoft /Office 365 (Word, Excel, Outlook)
- M365 Administration (Entra/Intune/Exchange/etc.)ITSM/Ticketing Systems
- Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles, if applicable.
- Ability to manage all high-priority, fast-paced activities within required timelines without sacrificing quality.
- Ability to work independently with minimal supervision but seek appropriate involvement from other team members or senior management regarding complex issues beyond position scope.
- Required to be on call as needed to support the end users.
IT and/or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)