Global Service Desk Analyst, Tier II
Westinghouse Electric Company
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇱 Poland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidiOSVoIP
About the role
- Provide remote support to end users on a variety of issues
- Identifying, researching, and resolving technical problems
- Respond to escalated incidents from Tier I Analysts
- Handle inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail
- Troubleshoot and provide 2nd level technical support for internal customers for Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software conflicts, VPN connectivity, Network connectivity, Wireless connectivity, and Telecom
- Escalate/Coordinate 3rd level support to resolve problems if necessary
- Assist peers with troubleshooting, SD processes and procedures
- Provide first point of contact on escalated/routed issues from Tier I
- Resolve and support end user issues with the help of remote control tool and remote resources
Requirements
- Associates degree in Information Technology or equivalent
- 3-5 years working experience at Service Desk Role in providing remote phone and desktop support
- HDI HelpDesk Professional or ITIL Foundations Required
- Network+ Certification preferred
- Networking Skills: Basic Network Administration
- Basic Network configuration troubleshooting
- Knowledge of hardware and software Protocol and OS Knowledge: Experience with Windows operating systems
- Experience with IOS and Android OS required
- Familiarity in browser technology
- Experience in VOIP systems (telephony)
Benefits
- Stable employment
- Outstanding and supportive atmosphere of collaboration in the team and in Westinghouse group
- Attractive remuneration with bonuses
- Hybrid model of work, flexible working time
- MyBenefit Cafeteria
- Life insurance
- Private Medical Care
- Employee Assistance Program: confidential counseling and resources for employees, eligible dependents, and household members
- Charity initiatives
- Parking space for employees
- Employee referral program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows 11Microsoft Office 365Microsoft EdgeVPN connectivityNetwork connectivityWireless connectivityTelecomBasic Network AdministrationIOSAndroid
Soft skills
troubleshootingproblem solvingcommunicationcustomer supportteam collaboration
Certifications
Associates degree in Information TechnologyHDI HelpDesk ProfessionalITIL FoundationsNetwork+ Certification