Technical Support Analyst 2nd Line
Cyclad Sp. z o.o.
Katowice, PL
3 d. temu
source : FACHPRACA

In Cyclad we work with top international IT companies in order to boost their potential in delivering outstanding, cutting edge technologies that shape the world of the future.

For our client, the premier global background screening and workforce solutions provider, we lead recruitment on Technical Support Analyst.

This role will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal.

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
  • Technical Support Analyst 2nd Line

    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
  • Requirements :

  • 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
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