Information Technology Engineer

Main Purpose of the Job

IT Engineer is responsible for the delivery of IT Service Desk and associated support services for the user community across all Girteka sites. Their responsibilities involve a combination of technical expertise, customer service skills, and problem-solving abilities.

Your Responsibilities:

IT Engineer ensures that IT services run smoothly and that end-users receive prompt and effective support. Their ability to handle technical issues and provide excellent customer service is essential to maintaining high levels of user satisfaction within the organization.

• Provides initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
• Follows predefined procedures and escalation processes to ensure that issues are addressed according to service level agreements.
• Provides hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.
• Effectively manages Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL best practices.
• Maintains a high degree of customer service for all support queries and adhere to all service management principles
• Escalates unresolved Incidents and Service Requests to the 2nd line support.
• Communicates progress and follow up in a timely manner to the operations and responsible support groups
• Requests RCA from the responsible support group
• Assists new employees in setting up their workstations and providing basic IT training on software applications, security protocols, and best practices.
• Keeps track of IT assets such as computers, laptops, mobile devices, and software licenses to ensure accurate inventory management. Comply with other lawful instructions of the administration.
• Substitutes colleagues.

Our expectations:

• Strong problem-solving skills
• Windows OS and basic AD/GPO management experience
• Incident Management expertise
• Software troubleshooting skills
• Active Directory administration knowledge
• Proficient in MS Office Suite, especially Outlook
• Ability to work independently and provide guidance
• Experience with VOIP applications
• Familiarity with ticketing systems like JIRA/Service Now
• Excellent communication skills in English

We Offer:

Career opportunities: you will be able to grow along with us and create the career of your dreams.

Learning and development: you will be able to grow by implementing interesting projects and by participating in internal and external training, seminars, and working sessions;

Health and well-being: our company provides all the employees with health insurance with the possibility of choosing relevant program;

Rewards and recognition: you will enjoy a day off during your birthday as well as holiday gifts. We reward our colleagues on the work anniversary occasions. We regularly organize team-building events as well as encourage various initiatives and like-minded clubs;

Collaborative culture: We believe in the power of teamwork and people connection because we can only create value by achieving results together and supporting career advancement;

Flexibility: we have an office-first approach with occasional possibilities to work from home;