Global Back-Office Engineer
Shiji Poland Sp. z. o. o.
Madrid, Spain
hace 19 horas
source : Just Join IT

Job Description

We are looking for a service-oriented Help Desk Specialist to provide functional technical support to regional support offices efficiently and effectively.

L2 Global Technical Support Engineers are responsible for assisting regional L2 Support Teams with escalations and technical questions.

They also provide technical coaching and training as things change in the environment, as well as coordinate, diagnose, and troubleshoot a wide variety of issues together with our development teams in Poland.

As part of the duties, the L2 Global Technical Support Engineers will need to escalate incidents appropriately to maintain the service level agreements (SLA).

Key Areas of Responsibility :

  • Respond in timely manner to escalated tickets from our regional support offices, based on standard or account specific SLAs
  • Assist regional L1 + L2 Support Teams with escalations and technical questions
  • Deep investigation of escalated tickets : Diagnose and troubleshoot end user issues and provide appropriate solution
  • Provide technical guidance and mentoring to support agents
  • Review tickets that have been escalated to the development department and ensure quality guidelines are in place
  • Review development tickets to ensure they are escalated to the correct development team and updates are provided to the regional support teams
  • Inform regional support offices
  • Ensure quality standards and processes across all regional support offices are followed
  • Central point of contact for the development teams
  • Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
  • Escalate high priority or severe issues to supervisor / manager
  • Diagnose and troubleshoot end user issues and provide appropriate solution
  • Follow-up with end users to provide status updates as per service level guidelines (SLA's)
  • Provide enterprise level contact and convey resolutions to customer issues
  • Follow up with regional support offices , provide feedback and see problems through to resolution
  • Take ownership by coordinating the feedback to the regional support offices where analysis is required from other departments
  • Supply trainings and documentation to the regional support offices
  • Recommend procedure modifications or improvements
  • Detect possible service interruptions to our partners and anticipate potential problems
  • Work collaboratively with people across the organization
  • Maintain and increase knowledge of operational procedures, products and services
  • Communicate newly published knowledge base articles with both L1 and L2 Teams across the regions
  • Maintain list of issues that are not currently documented within Knowledge Base.
  • Create and submit for publishing knowledge base articles when issues are identified that are not already documented.
  • Qualifications

  • IT Customer Services Experience beneficial
  • Must be fluent in English, additional language will be an asset
  • Help Desk Experience and using ticketing systems to manage and track incidents
  • Minimum 2 years work experience in hospitality or IT Customer Services beneficial
  • Sound understanding of customer support, operations, and processes
  • JIRA and Confluence Knowledge beneficial
  • Strong analytical, organizational, communication and people skills
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
  • Proficiency in Microsoft Word, Excel and Outlook
  • Solid analytical / cognitive skills to troubleshoot complex and technical problems
  • Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
  • Ability to adapt quickly to new technologies, products, and procedures
  • Ability to work and thrive in a multi-tasked and fast-paced environment.
  • Be professional, have a positive get it done attitude and a strong work ethic
  • ITIL Service Management fluency preferred.
  • We offer :

  • all types of employment,
  • flexible working hours, possibility to work partially remotely,
  • full package of benefits, including the private medical care, sports card, life insurance, cafeteria card, English lessons and more
  • support of self-development in professional area (co-financed trainings, conferences, certifications etc.),
  • chill rooms with variety of games, team building events and staff parties,
  • and last but not the least great Team, atmosphere and a chance to participate in creating the enterprise-scale project from a scratch in an international environment.
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