Junior IT Support Engineer

Junior IT Support Engineer

Office       Warsaw (Corporate Services)

The Junior IT Support Engineer is responsible for operating as part of the Service Support Team that supports Vistra locations across Central & Eastern Europe.

Key Responsibilities

Execute the incident and problem management process, compliant with agreed service levels, with the purpose to adequately solve technical incidents and problems.

  • Manage customer expectations

  • Provide support in solving problems

  • Execute resolution of all incident and problem enquiries

  • Ensure continuity in service provision and restore required service in case of disruption

  • Check technical conditions of IT equipment

  • Maintain & Update systems periodically as required by vendors, compliance or lifecycle management

  • Establish good relationships with members of 2nd and 3rd line support groups to support knowledge capture activities and to drive complex customer issues requiring cross functional effort to resolution

  • Actively participate in information and knowledge sharing within the team

  • Work towards acquiring understanding of Vistra procedures and of our technical landscape that would allow driving customer issues to resolution in a timely and efficient manner

  • Seeking support from colleagues as necessary to grow their troubleshooting skills or should a more challenging case arise

  • Continue to expand their customer service repertoire and continue to explore customer facing best practices

  • Manage third party incident management through to resolution

  • Seek continuous improvement in services delivered


 Performance Measures:

  • Maintain safe workspace and practices

  • Quality of service: Customer satisfaction

  • Efficiency of Operations: Incidents / Service requests resolved within SLA

  • Critical business service availability

  • First call resolution

  • Calls answered within SLA

Qualifications and other requirements

  • 1+ years of IT experience, including 6+ months of IT Service Desk operations experience including ticketing systems, routing incidents and service request, call centre operations, and metrics

  • 6+ months of direct customer service experience

  • Working knowledge of ITIL compliance standards and successful methods to integrate those into corporate compliance processes is beneficial

  • Excellent communication skills and fluent English

  • Service Delivery and Customer Service oriented

  • General good working knowledge of Active Directory, Networking, TCP/IP, MS Office Suite/Office 365, Exchange, IT hardware, etc.

  • Experience of working in a Service Desk environment operating within an ITIL framework within a similar position or within the IT sector is beneficial

  • Attention to detail

  • Ability to prioritise, organise and multi task whilst working in a busy office environment

Warsaw (Corporate Services)

Vistra Corporate Services Sp. z o.o, Swede Center, Al. Jerozolimskie 56c, 00-803 Warsaw, Poland
+48 22 379 9440
+48 22 379 9441

How to apply

If you meet the requirements, please send your detailed CV (English) to;

Aleksandra Gołębiewska, HR Specialist
+ 48 22 379 94 40

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