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1st Line Support Analyst

Kinstellar

Information about the position

  • Place of work: Hviezdoslavovo nám. 13, Bratislava
  • Basic wage component (gross) and other rewards: 1 300 - 1 700 EUR/monthThe final salary will be determined based on the qualification and experience of the selected candidate after the interview process. Potential for salary growth; annual performance bonus.
  • Start date: ASAP/upon agreement
  • Contract type: full-time, trade licence

Job description, responsibilities and duties

This role provides 1st line support to internal users by investigating, resolving and/or escalating IT issues, and is responsible for the delivery of an effective IT Support service to internal customers. Each 1st Line IT Support Analyst is responsible for a maintenance of their local office IT hardware. Emergency availability from 6 to 11pm and from 7 to 8am (CET) – on-calls – is needed multiple times in the month, planned ahead for every month and paid as an overtime.

Main tasks:
- Work as a part of the IT team to resolve user issues
- Work as a local IT support to ensure the office is fully functional and prepared for daily work as well as occasional events
- Meet the SLAs established by the business and specified in the ITS Incident Framework
- Maintain system accesses and system-accessing devices through admin consoles
- Own and be responsible for incidents reported to you / picked up by you, and carry them to the full resolution, on your own or through collaboration with your colleagues and other teams
- Ticket all the incidents consuming more than 15 minutes with a goal of at least 60% of the Analyst’s time ticketed
- Keep track of your open issues (tickets) at all times, acting on your tickets as soon as possible and keeping their due dates from breaching
- Escalate deeper technical issues to the external IT team (Adatmentés Technical support)
- Escalate difficult or high impact problems to Seniors and ITS Manager
- Proactively search for and escalate issues in the system
- Monitor all the IT infrastructure assets via a monitoring system
- Adhere and contribute to IT Policy, ensure it is being fully adhered by their local office
- Own and be responsible for local site’s asset tracking to ensure an up to date view of Kinstellar IT assets is always available and up-to-date
- Create and maintain local documentation such as installation guides, infrastructure overviews and FAQ
- Contribute to regional documentation, aiding IT Support Seniors and Manager to maintain a complete and up-to-date documentation of the IT system and processes
- Facilitate teamwork by sharing work practices and knowledge
- Support IT new joiners and trainees to help them integrate into the team and gain necessary knowledge of the environment
- Communicate with the local office, keep the IT reputation high and the users up-to-date about any local events and issues affecting potentially affecting their work

Employee perks, benefits

We offer:
• Interesting and challenging work in an international environment
• Long-term cooperation
• Friendly team
• Competitive remuneration
• Training and development opportunities
• Daily use of English
• Modern working environment in the centre of Bratislava
• Corporate events and teambuilding activities
• 3 days sick leave/paid leave
• Multisport card
• Gym and yoga at workplace

Information about the selection process

Should you wish to apply for a position with us, please send us your CV preferably accompanied by Cover Letter (in English) via email.
We would like to thank all applicants for their interest in this role. However, only those required for interview will be contacted.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

IT

Language skills

English - Advanced (C1)

Other knowledge

Microsoft Excel - Advanced
Microsoft Outlook - Advanced
Microsoft PowerPoint - Advanced
Microsoft SharePoint - Advanced
Microsoft Word - Advanced
Microsoft Windows - Advanced

Number of years of experience

2

Personality requirements and skills

• Good English communication skills (level C1)
• Great cooperation skills
• A passion for IT and technology
• Good problem-solving skills
• Advanced knowledge of PC hardware and problem diagnostics
• At least 2 years of previous IT experience, or a technically oriented education
• Advanced knowledge of Microsoft Windows systems and MS Office
• Friendly and patient approach to the end users

Advertiser

Brief description of the company

Kinstellar - law firm with regional presence, local expertise.

11 countries, 300+ local and international lawyers.

Real values.
Integrity - We mean what we say and say what we mean.
Teamwork - Individually we can be good. Together we can be exceptional.
Relationship – We care about our people.
Determination - We don't give up.
Excellence - Much of the world is satisfied with mediocrity. We are not.

Number of employees

250-499 employees