ITSD Support Specialist

Your role at Exness

• Performs Service Desk duties, clearly defines user problems received.
• Takes ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents when necessary.
• Maintains the computer systems and platforms, ensures the smooth and seamless running and fixing problems as they arise such as MDM, VPN, Workplace, GSuite, Slack, Jira, Confluence, Adobe CC, VPS.
• Ensures compliance with Standard Operating Procedures (SOP).
• Ensures compliance with Service Level Agreements (SLA).
• Updates and triages Incidents logged with the Service Desk according to internal policies and procedures.
• Creates knowledge base articles based on customer incidents as part of the SOP. Edits and updates existing knowledge base articles as they are used.
• Works with Infrastructure and other teams to develop a new knowledge base on current incidents and customer experience.
• Diagnoses and resolves software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications.
• Exhibits a flexible approach to working on a rota basis and provide necessary cover where needed.
• Provides training to team members on latest technologies and assists with their development.

The ideal candidate

• Ability to evaluate how work will impact the customer and stakeholders.
• Constant growth with regard to feedback.
• Commits to & completes tasks within expected time frame, holding themselves accountable.
• Highly motivated team player with the skills and ability to manage changing priorities.
• Experience interacting with customers in the following capacities (phone, chat, person, email).
• Ability to manage multiple applications running at the same time.
• Ability to work, prioritize and make decisions independently.
• Pro-activity and self-learning skills, self-sufficient. Drives Change.
• Upper-intermediate English. Knowledge of Russian / Greek language would be a plus, but not mandatory.
• Great communication skills, both written and oral, with timekeeping and the ability to manage the own workload to meet deadlines and departmental SLA's.
• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Strong customer service and problem-solving skills, and be willing to learn new technologies.
• Previous experience as a System Support Engineer, L2 support engineer.
• Previous experience in troubleshooting Servers, Switches, Wi-Fi access points is a plus.

Moderate knowledge in the following areas is a must:

• Troubleshooting skills in MS Windows, Linux, OS X.
• Network troubleshooting.
• Windows Server installation, troubleshooting and configuration.
• Remote Desktop Servers, remote access and remote diagnostic.
• Documentation and auditing.

What we offer

• Outstanding conditions for professional growth and development, work in a very fast pace and challenging environment.
• Relocation package for the family and visa support.
• Competitive salary based on the candidate's expectations and internal benchmark.
• New branded corporate Mini Cooper Countryman S for the relocated employee.
• Medical insurance coverage for employees and family members, company fitness center for employees and their spouse.
• Kindergarten / school compensation program.
• Company’s contribution to training & development.
• Outstanding offices view.
• Result-oriented approach; flexible working conditions.
• Corporate employee share scheme for all the employees.