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Remote Technical Specialist with English

Job ID#:

38231

Job Category:

Helpdesk

Location:

Cracow or Opole,  Poland

Position Type:

Employee

 
Job Description

 

Remote Technical Specialist with English

The Remote Technical Specialist will be providing technical support to end users utilizing additional skills/knowledge/tools/access rights that are not available to 1st level Service Desk, to remotely resolve advanced technical issues. This team handles a variety of technical issues that were not fixed at the Service Desk level for remote users. 

The Remote Technician will be responsible for researching and implementing solutions to resolve the end user's technical incident & request fulfillment. This may include interaction with the SD and LTS support teams to resolve the end user's issue in the most efficient manner. 

The Remote Technician contributes to the improvement of the existing knowledge documentation; contributes to the Shift Left activities with focus on dispatch avoidance.  

A Remote Technical Specialist is customer focused, understands the needs, problems and priorities of customers, responds immediately to their needs. 


 

Remote Support Job Responsibilities:

  • Contributing to the Shift Left activities with focus on dispatch avoidance. 
  • Contributing to the improvement of the existing knowledge documentation
  • Utilizing additional skills/knowledge/tools/access rights that are not available to 1st level Service Desk, to remotely resolve advanced technical issues;
  • Coordinating dispatch of Field Technicians including: 
    • Coordinating with Retail stores for available time for incidents and requests.
    • Maintaining quarterly health check schedule for all retail stores and scheduling visits for Dispatch Field Technicians.
    • Coordinating with Depot for available equipment and getting that equipment shipped to affected store locations.
  • Updating ServiceNow tickets with all required appointment information.
  • Scheduling and rescheduling as required.
  • Training new Field Technicians on scheduling and dispatch processes. 
  • Preparing reports as required. 
  • Acting as Single Point of Contact for store managers on any questions regarding appointments and tickets.
  • Working with local Service Desk or Deskside teams for language needs.
  • Working closely with other schedulers for staffing availability.
  • Coordination of equipment moves between locations. 
  • Acting as SPOC for Field Techs on issues/schedules.

      

Required qualifications include:

  • Fluent English
  • Strong experience in ITO support
  • Customer focused, understands the needs, problems and priorities of customers, responds immediately to their needs. 
  • Experience scheduling or dispatching preferred.
  • Experience with ServiceNow.
  • Strong communication skills. 
  • Ability to multi-task. 
  • Strong analytical and problem-solving skills. 
  • Ability to work independently on multiple assignments without losing focus. 
  • Ability to document efficiently and effectively. 
  • Strong interpersonal and organizational skills. 
  • Excellent attendance and schedule adherence.  





 
Job Requirements

 


 

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