Job Description

Czech Technology Support team (internal support function) is looking for a convenient candidate for a ‘Customer Support Technician’ role. Main responsibilities of CS technician are to provide IT support services to Accenture’s employees (based in Czech Republic) and workstation fleet management. 

Key Responsibilities

  • Provisioning of IT support services to end-users (2nd level of IT support; end users are supported both on-site and remotely)  

  • 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) 

  • Other duties and tasks delegated by supervisor

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Required knowledge

  • Deep technical knowledge of Windows 10 - advanced

  • Knowledge of other Microsoft operating systems (including server OS) - optional

  • Knowledge of TCP/IP protocols and commands - intermediate

  • Knowledge of networking components (switch, router etc.) - basic

  • MS Office 2016 knowledge - advanced

  • Knowledge of workstation HW - advanced

  • Diagnostic and analytical skills for software - basic

  • General IS application knowledge - basic

  • Troubleshooting of network problems/operating systems/application problems - intermediate

Other knowledge (non-mandatory)

  • Knowledge of IT Service Management framework - basic

  • Knowledge of Juniper JunOS / Cisco - basic

  • Knowledge of remotely accessed environments (Citrix, Windows RDP etc.) - basic

Personal skills

  • 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

  • Ability to act independently when required (resourceful and able to take initiative in a dynamic environment)

  • Team player

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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