IT Infrastructure / Onsite Support (ITIL, 1st/2nd, Support)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Maintain the integrity of all computer workstations and associated software within the organization
• Act as the main point of contact for employees who are experiencing computer issues
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Develops plans to ensure that the organization has appropriately skilled resources to meet organizational objectives and commitments. Manages the effective implementation of resource planning, recruitment, selection, assessment, on-boarding and transitioning of resources
• Manage departmental (and therefore business) IT risks; identifying, mitigating and recommending solutions to Head of IT
• Coordinate business development activities such as identification and communication with client
• Ensure the existing and future of IT Service and Support aligns to the expectations of our Business roadmap and overall our client's strategy
• Execution/coordination of local projects at the site
• Support services for Client standard technologies including basic troubleshooting of Exchange and adds/moves/changes for AD accounts
• Work with the project management team on PC builds and network equipment deployments

Troubleshoot PC connectivity issues

• Troubleshoot network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system
• Installation of packaged software and authorized 3rd party software
• Remote access solution (VPN) implementation and support
• Escalation point for help/service desk and on site 2nd level support
• Implementation of local application enhancements and provide local application support (where required)
• Provide IT feedback where required; ensure customer satisfaction while continuously improving services at the site.
• Must be willing and able to provide hands on technical support when required
• Participate and assist with global IT initiatives (where required)

Requirements

• A strong understanding of Information Technology; trends, products and solutions
• Experience of maintaining high performing service support functions including IT Service Desk, Desktop Support and 2nd line technicians
• Knowledge of business development, especially spotting and developing business opportunities with the customer
• Customer focused with a passion and drive for customer satisfaction and delivering business values
• ITIL certification is an advantage
• Excellent communication and negotiation skills with strong service orientation
• Willingness to travel when required
• Multitasking as well as ability to “think outside of the box”
• Fluency in English and Polish (spoken and written)
• Candidates have to declare Criminal record extract not older than three months

Benefits

• Birthday Voucher in the amount of 180 PLN - valid for one year
• Additional one day of vacation to your yearly entitlement every two years of work relationship
• Reimbursement of glasses on prescription in the amount of 300 PLN every two years
• Work-Anniversary Voucher (after 5-, 10- and 15-year anniversary)
• Wedding and Baby-born Voucher (gift to celebrate the special moments)
• Recognition Award and Appreciation Voucher for exceptional work on internal as well as customer projects
• Fishing for Friends Program

Is IT in your DNA?