Deskside Support Agent

Roles: Deskside Support Agent

Location: This role requires the candidate to travel to individual client sites within Poland as needed.  Otherwise, WFH. The work location will vary based on the scheduled visits agreed upon with client.

Duration: Contract

Is it Onsite/Remote/Hybrid: Hybrid – travel to client sites as needed

DESKSIDE SUPPORT AGENT - Poland

The Deskside Support Agent will be responsible for efficient and reliable operation of the specified client’s IT environment and end-user support. This position serves as the remote and on-site level 1 and 2 end-user support and requires the ability to manage all break & fix tickets/requests and aids with project implementations as needed. The Deskside Support Agent may work under a manager if assigned to a managed services project or may collaborate with client management if part of a staff augmentation solution.

Responsibilities and Job Duties

• Provides direct technical support and assistance to end-users over the phone, in person, and remotely.
• Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers.
• Provides in-depth technical support; diagnose and resolve problems ranging from Tier 1 -3 type issues. Troubleshoots applications, hardware, and operating systems.  
• Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalate to other IT team resources.
• Support of networking equipment (switches, access points, firewalls, etc.).
• Must have basic to intermediate level experience working with networks.
• Able to physically connect devices, and trace issues from the user endpoint to Demarc.
• Intermediate level understanding of network topology
• Able to troubleshoot network issues to identify the root cause.
• Collaborate with internal IT on deploying network equipment.
• Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC), if applicable
• Contributes to timely and accurate communication with other parts of the organization regarding IT.
• Function as the escalation line of support for complex IT support issues from service desk staff, employees, and team members
• Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation.
• Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed.
• Ensure that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues.
• Coordinating with IT vendors for troubleshooting and outage support.
• Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues.
• Other duties or responsibilities as assigned.

Knowledge, Skills, and Abilities

• Excellent oral and written communication skills (Polish and English)
• Hardware troubleshooting
• Laptops (Windows and Mac - along with associated hardware - monitors, speakers, mic, etc.
• Printers /Copiers
• Network Equipment
• Microsoft /Office 365 (Word, Excel, Outlook)
• M365 Administration (Entra/Intune/Exchange/etc.)ITSM/Ticketing Systems
• Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles, if applicable.
• Ability to manage all high-priority, fast-paced activities within required timelines without sacrificing quality.
• Ability to work independently with minimal supervision but seek appropriate involvement from other team members or senior management regarding complex issues beyond position scope.
• Required to be on call as needed to support the end users.
• IT and/or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)