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IT Support Analyst 2nd Line

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Job position

IT Support Analyst 2nd Line





Scope of duties

Project information:
  • Industry:  HR, Background screening              
  • Type of project: IT support for customers
  • Location: Katowice city centre
  • Work schedule: 24/7
  • Project language: English
  • Project length: Indefinite
  • Assignment start date: depending on candidate’s availability
Job specification:
  • Monitor proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues
  • Monitor event processes, message queues and workflow processing software involving web
  • Enter new trouble tickets, escalate existing tickets and keep users informed of status
  • Ensure documentation of tickets as they are created are up to the standard of Technology Solutions Center
  • Keep procedures and troubleshooting links and tools up to date
  • Create site availability reports for customer SLAs and KPIs
  • Assist other IT departments with projects as time permits
  • Troubleshoot, manage and resolve production systems, platforms and processes
  • Identify network, system and service issues separately from software source code errors
  • Utilize check lists, uptime report, and event root cause investigation as necessary
  • Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues
  • Support all custom product/processes and software
  • Communicate with internal users, Technical Client Advocates and  technical support concerning case status, prioritization, and resolution plans
  • Ensure software problems are effectively managed and communicated to resolution
  • Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service)
  • Establish a close working relationship across multiple departments

Basic requirments

  • Minimum of 4 years’ experience in technical or application support roles
  • Familiarity with product / technologies / troubleshooting preferred
  • Must have previous experience in general technology support (hardware, software, diagnostic process)
  • SQL experience strongly preferred
  • Fluent English
  • Ability to work different shifts (24/7)

We offer

  • Challenging work in a dynamic international environment and great potential for development
  • Cooperation and possibility to exchange knowledge with a team of professionals from global company
  • Several benefits like private medical care, paid lunch break, bonus plans, events and social funds