Senior End User Support Specialist
LOCATION: Brno, Czech Republic
Mission of the role
You have strong technical background and hands-on experience with focus on user HW, user access management, automatization and efficiency. You will be responsible for project delivery from EUS portfolio, technical improvements and also for acting as consultant for colleagues. You will support the IT Operations Manager in daily operational and project related tasks (e.g. vendor communicatio, improving solutions and processes, managing HW related costs, etc.).
Key Responsibilities
- support internal employees and business departments regarding end user support (EUS) related issues
- manage ticket queue to maintain quality of provided service
- communicate daily with employees and provide EUS on-site support
- understand & evaluate critical issues, system failures and requirements, identify root cause and workarounds
- focus on system and process improvements in order to minimize volume of EUS related issues
- maintain knowledge base and document working procedure
- provide training within EUS team and actively support knowledge sharing
- participate in or lead internal projects
- administration of G suite (basic), SafeQ, SCCM, AD, Jamf, etc.
- assist in improving processes for assets management, assets lifecycle and other EUS related processes
- assist to guarantee that Kiwi.com employees are provided with the most efficient tools and accessories while balancing costs and value
- assist with quaterly review contracts with all supliers and identify opportunities for improving deals
- analyze and identify trends in support tickets management, IT costs per employee and propose / execute actions based on the data
- act as a stand-in for the IT Operations Manager and help with onboarding & mentoring of your colleagues
- meet with the skill matrix and achieve level of your position
Technical/Professional qualification
- altogether, 3+ years of relevant work experience in the area of end user support and application support
- experience with Mac OS and Windows OS platforms – able to troubleshoot, deploy and manage systems; understand broader ecosystems and ways to centrally manage large deployments
- understanding of hardware and infrastructure used at Kiwi.com – hands on experience, troubleshooting skills, networking skills
- understanding of and experiences with assets management
- experiences with remote management tools for Mac OS, Windows OS and mobile devices
- great orientation in mobile devices market – cell service providers, devices
- analytical mind with ability to recognice and understand broad business context
- AV and conference room support experience
- understanding of IT and Information Security fundamentals
- experience supporting Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise (Gmail, Calendaring, Drive, Sites, Groups and Google+)
- and other hard skills defined according to the skill matrix
Personal/Leadership skills
- ability to support team members to reach their goals
- great communicator – ability to write articulate memos to socialize and get feedback on new ideas, proposed tests, and to gain broader alignment on key tech support decisions
- attention to detail and processes rigorousness – 100% evidence of our assets, ability to spot issues and attitute to fix them right away
- lead by example by demonstrating company values and set the right context for team and individual behaviour
- ability to deal with confidential information and ability to guarantee confidentiality in end-to-end processes
- proven ability to work independently with minimal supervision
Specific role requirement
- the role is based in Brno, CZ but we expect you to travel to our Client’s offices in EU and UK based on needs (aprox. 2-6 per year)
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