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IT OPERATIONS TECHNICAL SUPPORT I Position in Poznań - Lumen


Job description

The Role

As Operations Technical Support I you will act as the face of the Service Desk and Lumen by having direct contact and interaction with our customers primarily via email and phone.

Our Service Desks in Poznan are the single point of contact 24x7 365 days a year to our customers.

​Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue.

If you open the case, you keep ownership of it till its closed but no worries, it’s a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.

The Main Responsibilities


  • First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines
  • ​Troubleshoot / fix issues on first contact if possible.

  • ​Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.

  • ​Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.

  • ​Keep ownership of tickets till resolution.

  • ​Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times 
  • ​Challenges the status quo and seek constant service improvements.

  • ​Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements.

    i.e. Provide quality solutions in a timely manner.

  • ​Ensure ticket documentation is accurate and thorough.

  • ​Identify recurring incidents and trends and escalate appropriately.

  • What We Look For in a Candidate


    Required:

  • Excellent verbal, written and analytical skills in English and Spanish 
  • ​Desire to WOW the customer 
  • ​Knowledge or understanding of IT infrastructure 
  • Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your IT OPERATIONS Potential: Insight & Career Growth Guide


    Real-time IT OPERATIONS Jobs Trends (Graphical Representation)

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    1638 Jobs in Poland
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    63 Jobs in Poznań
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    Download It Operations Jobs Trends in Poznań and Poland

    Are You Looking for IT OPERATIONS TECHNICAL SUPPORT I Job?

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Lumen adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Poland laws and regulations

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    The average salary range for a varies, but the pay scale is rated "Standard" in Poznań. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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    Interview Tips for IT OPERATIONS TECHNICAL SUPPORT I Job Success

    Lumen interview tips for IT OPERATIONS TECHNICAL SUPPORT I

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