The IT InfrastructureOperations Specialist provides technical support to our internal clients. TheSpecialist supports standardized end-user devices and systems with a focus onaligning IT services with business needs based upon an understanding of ITILpractices.
This requires a good technical skillset, great customer serviceskills, and desire to continue to expand one's knowledge of technology.
Theseskills will be used in a fast-paced, team oriented and customer service mindedenvironment. IT Infrastructure Operations Specialist will not only have goodtechnical skills but also excellent customer service, teamwork, communicationand troubleshooting skills.
Incidents and requests might be assigned by aticket from Global Service Desk or as a customer web-ticket. It is expected topresent ownership of the incident, to collaborate with other supportorganizations to deliver resolution.
You will be trained in operation andadministration of the Credit Suisse tools. This includes however is not limitedto ITSM, remote assistance tools, request management tools and KMS systems.
Theposition provides exposure to a broad range of IT-related projects andactivities.
A department which valuesDiversity and Inclusion (D&I) and is committed to realizing the firm’sD&I ambition which is an integral part of our global Conduct and EthicsStandards.
Key Responsibilities :
Daily IT infrastructure health check and pre-shift communication.
Incident queue coverage in shift patterns.
Clearly document support issues and all steps performed in ITSM ticketing tool.
Recognize and prioritize incidents, requests and tasks assigned to the team.
Raise customer issues through proper channels.
Provide internal client with a dedicated, positive and efficient service at all times.
Support deployment and implementation of new products and solutions.
Diagnosis and resolution of end-user hardware / servers / network / voice technology related issues.
Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others.
Liaise and coordinate with third-level support groups when an additional support, advice or critical issue resolution is required.
Contribute towards recovery of IT infrastructure and cooperate with BCM during Major Incidents.
Manage and perform allocated tasks, projects, initiatives, check progress, report results to peers and higher management.
Close cooperation with Global Business Support and IT management on initiatives and maintenance works affecting BDC offices in Poland.
Support all ITIL processes, in particular the Incident and Problem Management processes.
Bachelor’s degree or equivalent work experience.
Ability to resolve complex technical problems.
Ability to troubleshoot hardware, software, and computer network related issues on laptops, PCs, thin clients and mobile devices.
Proven in-depth knowledge of IT infrastructure network topology and hardware, assembling process of IT hardware.
Knowledge, experience and understanding of Microsoft Windows operating systems and computer architecture, Voice over IP technology, Microsoft Windows Server’s administration experience and understanding of managed print services.
Use PowerShell, Active Directory and other diagnostic and remediation utilities to identify, diagnose and correct issues.
Working knowledge of Active Directory and group management.
Attention to detail, understanding of importance and impact of conducted IT infrastructure changes.
Strong problem solving, situational analysis and decision-making abilities.
High level of customer focus and empathy.
Manage cases according to defined severities and case priorities to meet client’s expectations.
Must be dependable and able to work both individually and in a team environment.
Ability to work outside business hours, during evenings and weekends.
Proactive approach, ability to find initiatives and optimization ideas of deployed IT services.
ITIL v3 / v4 Foundation certificate would be a good addition.
Outstanding written and verbal communication skills with proficiency in English.
Understands the value of diversity in the workplace and is dedicated to fostering an inclusive culture in all aspects of working life so that people from all backgrounds receive equal treatment, realize their full potential and can bring their full, authentic selves to work.
This should be further elaborated on in your application.
Private medical care
Life insurance for employees and additional insurance options available for family members
Training and development
Language training course
Family nursery and kindergarten funding, gift vouchers for Christmas
Health promotion : Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
Employee discounts on various products and services (event tickets, consumer products, etc.)
Employee Referral Program
Flexible work schedule and working from home (home office)
Credit Suisse is an equalopportunity employer. Welcoming diversity gives us a competitive advantage inthe global marketplace and drives our success.
Credit Suisse is committed toproviding equal employment opportunities, regardless of ethnicity, nationality,gender, sexual orientation, gender identity, religion, age, civil partnership,marital or family status, pregnancy, disability or any other status that isprotected as a matter of local law.