End User Services Technician
Apptio
Kraków, PL
2 d. temu

Overview

As an organisation, Apptio has a very strong culture; it is open, transparent, and very customer focused. Leaders in the organisation consistently showcase the following key attributes and look to build teams that embrace these qualities every day :

  • Growth Mindset
  • Dealing with ambiguity and change
  • Take ownership and has accountability
  • Customer-focused
  • Foster an inclusive environment
  • You :

  • Apptio is currently looking for an End User Services Technician with a passion for customer service and experience in all aspects of end-user support;
  • from IT Service Desk triage and troubleshooting, through desktop deployment and break / fix repair, asset management and optimization, as well as Audio-Visual and Unified Communications technologies.

    The ideal candidate possesses a blend of tactical hands-on capability, responsive customer attitude, experience with Windows and Mac OS environments, exceptional multi-tasking capabilities and a strong drive towards operational excellence.

    Us :

    The IT End User Services team is a focused group with a global responsibility in a fast paced and dynamic Technology Business Management organization.

    The End User Services team is focused on all areas end user service delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services.

    Responsibilities

  • Provide high levels of customer satisfaction at all levels within the organization (Execs, EA’s, Managers, IC’s)
  • Resolve Tier 1 and 2 incidents and complete service requests
  • Work efficiently and effectively in a fast-paced environment with deadlines
  • Train New-Hires, departments and groups on Apptio IT core services
  • Assess customer business processes and propose innovative technology use to optimize them
  • Propose and implement process improvements
  • Utilize Configuration Management solutions (i.e., Intune, Jamf) in medium-to-large scale PC / OS deployments
  • New hire provisioning and onboarding within the EMEA region
  • Create Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution
  • Provide local / remote support and troubleshooting across all geo-locations (US, EMEA, APAC)
  • Monitor and manage the IT ticket queue, triage and resolve or escalate as appropriate
  • Work with Network / Sys Engineers to ensure optimal operations of all systems
  • Possess fundamental knowledge and understanding of network architecture and administration
  • Identify, track and articulate trending issues and produce metrics (as required)
  • Provide support and coaching for our end user community on new and emerging technologies released to the organization (Zoom, Teams, Office etc.)
  • Qualifications

    3+ years supporting Corporate, Remote and Executive level personnel

    3+ years supporting PC hardware with Windows 10 OS in a Windows Server Enterprise domain

    3+ years supporting Azure and Active Directory environments

    3+ years supporting Audio / Visual technologies

    Experience supporting the Microsoft Office 365 suite and management tools.

    1-3 years working with Mac OS and Apple hardware in an Enterprise Environment

    Fluency in native language and English for verbal and written communications

    Preferred Qualifications :

    ITIL v3 knowledge

    Experience with Jamf (Apple management tools) and Intune (Windows management tools)

    CompTIA A+, HDI Support Center Analyst (HDI-SCA)

    Windows Server Enterprise knowledge (Windows Server 2012 / 2016 Enterprise)

    Experiencing in troubleshooting Windows and MacOS based hardware

    Experience working with ServiceNow

    Network fundamentals and troubleshooting

    Good decision and prioritization capabilities

    Customer first attitude

    Apptio benefits include 26 days annual leave, private medical insurance (Luxmed) with family coverage, co-financed sport card and life insurance.

    Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation.

    Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view.

    With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100.

    For more information, please visit www.Apptio.com.

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