Support Analyst

About the project

Every resolved ticket has a story. Every happy customer has someone behind the scenes making it happen. Could that someone be you?

Techstep is expanding its software development and strengthening its software engineering capabilities. That's why we are looking for a Support Analyst to join our Essentials Service Operations Team at our office in Gdańsk.

If you enjoy connecting the dots, helping people and turning technical challenges into solutions, this might be the role for you!

Your responsibilities

• communicating regularly and warmly with clients and partners
• helping our clients and partners with issues and requests through our ticketing system, including registering, categorizing, and resolving reported issues, incidents, and service requests
• receiving, registering, and resolving problems, incidents, and service management requests reported by phone
• analyzing reported problems and incidents and exploring possible solutions
• providing training to partners and customers on how to use our products, both remotely and at the customer's premises
• monitoring our managed cloud infrastructure on an ongoing basis
• working with the third-line support team on more complex issues
• working with external suppliers of services and equipment
• working with IT operations, development, and testing teams
• developing our IT knowledge base, documenting known issues, and suggesting improvements to our processes and procedures

Our requirements

• the ability to think analytically and solve problems
• knowledge of IT and mobile technologies
• knowledge of SQL
• knowledge of LAN/WAN networking environments
• communicative English
• excellent organization skills
• confidence and independence

Optional

• one year of experience in a similar position
• knowledge of Active Directory and LDAP directory services
• knowledge of MS Windows Server, Microsoft Exchange, MS Certificate Authority, and VMWare
• basic knowledge of RHEL/CentOS systems
• experience working with ticketing systems such as Freshdesk, OTRS, or Jira
• familiarity with an ITIL way of working

What we offer

• Techstep offers a rewarding position in a company with strong growth ambitions. You will have plenty of opportunities for personal growth and development in a work environment built on strong values, diversity, and an amazing team spirit.
• Here are some of the benefits you can enjoy when you join us:
• Remuneration based on your skills and experience
• Hybrid work model (office/home office)
• Flexible working hours
• Private insurance and medical care
• Co-financed Multisport card
• Fruit and breakfast days
• Great office location in the center of Wrzeszcz
• No dress code 😊

Benefits

• common breakfast
• sharing the costs of sports activities
• private medical care
• life insurance
• remote work opportunities
• flexible working time
• fruits
• integration events
• mobile phone available for private use
• computer available for private use
• no dress code
• video games at work
• coffee / tea
• leisure zone
• birthday celebration
• employee referral program

Techstep Poland Sp. z o.o.

Techstep is a full-service provider of mobile technology. Our solutions contribute to positive change in the workday by enabling employees to work more efficiently, securely, and sustainably. We support customers who want to work smarter, while also helping them deliver on their ESG commitments. With almost 200 employees across Norway, Sweden and Poland, we assist over 2,000 large and mid-sized customers in Europe.