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Customer Support Technician (PRG-Visionary)

Job Location: Prague

Regional Description: Czech Republic

Job Number: 00668839

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- Job description

  

Main responsibilities

• Provisioning of IT support services to end-users (2nd level of IT support; end users are supported both on-site or remotely) based on actual SLA document

• Troubleshooting of IT related incidents, escalation/cooperation with other internal/external groups as appropriate

• Accurate issues documentation and tracking, and monitoring the problem to ensure a timely resolution - processing user request, provisioning the information about the solutions/progress (ticketing application – Service Now)

• Ability to analyze existing systems and make proactive recommendations for improvements

• Adherence to Accenture / IT processes and policies (maintain Accenture values and policy)

• Documentation maintenance (manuals and training materials creating/updating, email communications awareness – e.g. Tech Alerts)

• Reporting activities

• Other duties and tasks delegated by supervisor

   

 

 

 

 

 

Required knowledge

• Knowledge of workstation HW – advanced (expert)

• Deep technical knowledge of Windows 10 – advanced (expert)

• Knowledge of other Microsoft operating systems (including server OS) – basic (medium)

• Servers, network & voice systems (PSTN/VoIP) – intermediate

• Knowledge of TCP/IP protocols and commands required as well as basic knowledge of networking components (switch, HUB, router etc.)

• MS Office 2016 required (user level of knowledge)

• Knowledge of helpdesk application/information system – advanced (expert)

• Diagnostic and analytical skills for software and general IS application knowledge, troubleshooting of network problems/operating systems/application problems

• Other requirements (not mandatory): 

o basic knowledge of IT Service Management framework

o knowledge of Juniper JunOS

o knowledge of Citrix environment

Skills

• Good interpersonal and communication skills

• Strong customer focus, service oriented attitude, cool-tempered

• Ability to multitask - Sense of urgency; maintain a positive attitude

• Team player

 

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