Aleksandra Kosieradzka Email & Phone Number

Zurich, Switzerland

Baar, Zug, Switzerland

Warszawa, Woj. Mazowieckie, Polska

Short job description: • Acting as escalation point for advanced or complex requests from 1st Line in order to assist them by providing expert solutions, ensuring optimal IT support and user satisfaction. • Escalating incidents with accurate documentation to service owners • Evaluating documented resolutions and analysing trends for ways to prevent recurring issues. • Creation and maintenance of the KB Creation Process, including new templates and KB structure. • Creation and maintenance of Azure DevOps Project. Creation of the project’s processes and Wiki • Creation of the multiple KBs and processes, for example a document which describes the procedures, rules and guidelines of 1st, 2nd and 3rd Line workflows. • Collaboration with 3rd line Teams in regard to past/current/upcoming problems and tickets in order to analyze and resolve them. • Develop and maintain expert knowledge in relation to all of the business applications and services. • Troubleshooting application/service errors. • Working in Zscaler ZIA Admin Cloud to review logs and verify blocks, create/amend policies and many other systems and services in the Company. • Continues pursuit of identifying deficiencies in protocols and processes within the IT Department with the intention of establishing new ones

Warszawa, Woj. Mazowieckie, Polska

Main additional objectives for this role:•Support 1st Line Analysts and Local IT Engineers by advising, taking part of the procesess of examining and solving problems for Analysts/Engineers on calls/walk-ins.•Studying application changes and finding issues that can occur for users.•Collaboration with 3rd line Teams in regards to past/current/upcoming problems in order to analyze and resolve them.•Assist the ITS Team Leaders in identifying skills and knowledge gaps in the Team.•Develop and maintain expert knowledge in relation to all of business applications and the Knowledge Base.•Manually installing applications and analyzing application install logs to troubleshoot failures.•Resolve device performance issues based on analyzing device performance in Systrack.•Troubleshooting application errors and crashing.•Working with SCCM/MECM to check deployment settings and collection memberships.•Troubleshooting network connectivity issues, device peripherals connectivity issues.•Troubleshoot VPN connection issues (NetMotion Mobility).

Warszawa, Woj. Mazowieckie, Polska

Short job description:•Assist in resolving incidents, questions & requests communicated either over the telephone, e-mail, chat or Self Service using the Service Now ticketing tool and following ITIL supported processes.•Cooperation with the support of the Technology Services, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).•Provide first line application support (productivity tools and business applications) including: incident & problem identification, analysis, diagnosis, and resolution or escalation.•Support of firm provided hardware.•Work with the Technology teams to identify recurring and common incidents and contribute to the developments/solutions which reduce them.•Being assigned with the Queue Manager role - working on tickets in ServiceNow•Monitor and escalate all IT systems alerts - contribution to MI.•Carry out user administration tasks as needed.•Maintain expert knowledge in relation to all of business applications and the KB.•Troubleshooting Office Application issues - performance, permissions, reliability.•Working with Active Directory and Microsoft Identity Management software: user and group management.•Working with Exchange Control Panel for Exchange 2016: mailbox creation, permission adjustment, distribution list management, mailbox moves.•Working with InTune - resetting passcodes, checking device compliance, retiring/wiping devices.•Troubleshooting iOS devices.•Working with Cisco Unified Communications Manager•Working with App-V applications

Warszawa, Woj. Mazowieckie, Polska

Career change from Administration to IT.