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IT Customer Support team member with English

Job Location: Prague

Regional Description: Czech Republic

Job Number: 00697823


- Job description


Main responsibilities
  • All responsibilites are expected to meet most of the them and exceed some.
  • 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)
  • Participation in local/regional projects/initiatives (as/when required)
  • Reporting activities
  • Other duties and tasks delegated by supervisor


Required knowledge
  • Knowledge of workstation HW – advanced (expert)
  • Deep technical knowledge of Windows 10 and Windows 7 – advanced (expert)
  • Knowledge of other Microsoft operating systems (including server OS) – basic (medium)
  • Servers, network & voice systems (/VoIP) – intermediate
  • Knowledge of TCP/IP protocols and commands required as well as basic knowledge of networking components (switch, router etc.)
  • MS Office required (user level of knowledge)
  • Knowledge of helpdesk application/information system – advanced (expert)
  • (Simple) Video recording and producing skills
  • Diagnostic and analytical skills for software and general IS application knowledge, troubleshooting of network problems/operating systems/application problems
  • Other requirements (not mandatory): 
    • basic knowledge of IT Service Management framework
    • knowledge of remotly accessed environments (Citrix, Windows RDP etc.)
  • Strong interpersonal and communication skills
  • Strong customer focus, service oriented attitude, cool-tempered
  • Ability to multitask - Sense of urgency; maintain a positive attitude
  • Ability to be proactive and able to take direction and establish ownership of projects
  • Act independently when required (resourceful and able to take initiative in a dynamic environment)
  • Team player

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