Helpdesk Specialist - Contract

About the Job



As a Helpdesk Specialist, you will be responsible for providing world-class customer support to internal Akamai employees. You will be a primary resource for Akamai in Poland, responsible for local and global support. You will help deploy and manage a wide array of business-critical fixed and mobile workstations. You will analyze, research, and resolve complex technical issues, with a strong focus on Linux, Mac, and Windows operating systems and related hardware, and will create/update technical and procedural documentation. As part of a large Enterprise Infrastructure Services organization, you will work closely with senior administrators and engineers on problem escalation and resolution, and act as a liaison to internal customers.

This is a long-term contract (12 months).



About the Team



As part of the Enterprise Infrastructure Services group, you will work closely with a geographically dispersed team of Helpdesk administrators and specialists who support our global corporate user community and provide support to other Enterprise Systems groups.



Responsibilities



* Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups).

* Manage small projects and provide technical leadership to junior Helpdesk technicians.


* Act as strong technical resource and senior escalation point for multiple technologies, including Mac and Linux desktop systems.


* Develop tools to improve helpdesk efficiency and productivity.


* Develop and document processes and procedures for improving efficiencies and decreasing response times.


* Ability to work independently as well as part of a global team.

Basic Qualifications



* Extensive experience as a customer advocate and technical lead as part of a global Help Desk staff.
* Fluent English


* Excellent verbal and written communication skills.


* Experience with remote support solutions, i.e. RemedyForce, Bomgar, WebEx Support.


* Ability to manage multiple tasks with minimal supervision.


* Experience maintaining Linux operating systems, hardware and packages.


* Experience in a customer-driven, results-focused Help Desk environment.


* 4+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware.


* Experience administering Mac\Windows client operating systems and packages.


* Proven record of creating policies, procedures, and technical documentation.


* Demonstrated history of working on multiple projects simultaneously.


* Team-first attitude and strong interpersonal skills.



Desired Qualifications

* High level of competence with Mac OS and Ubuntu Linux operating systems.


* Knowledge of packaging, scripting and automation.


* Strong knowledge of networking fundamentals and protocols (DHCP, DNS, HTTP, basic switching).


* Strong knowledge of Microsoft Active Directory.



Please add to your CV the statement below: „Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji obecnych jak i przyszłych procesów rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (tekst jednolity: Dz.U.2014r. poz.1182).”