Digital Support Specialist

Zakres obowiązków

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
• Identify, document, and escalate bugs or recurring issues to the respective product team.
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
• Monitor application performance and availability using existing tools, escalating incidents as necessary.
• Identify potential improvements to applications and provide user feedback to product and development teams.
• Deliver short training sessions, user guides, and onboarding material to support end users.
• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.
• Perform additional tasks as required by the COTR related to application support.

Wymagania

• Two years of vocational training in IT, computer-related sciences, or related disciplines.
• A minimum of 3 years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.
• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).
• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).
• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).
• Knowledge of data security principles and best practices relevant to end-user support.
• Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).
• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.
• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).
• Fluent in English (Written and Oral).
• Proficiency in the use of the Microsoft Office tool suite and collaborative software.

Oferujemy

• Participation in interesting and challenging projects.
• Flexible working hours.
• A great, non-corporate atmosphere.
• Opportunities for development and promotion.
• Attractive package of benefits.
• Remote work.