IT Support Engineer L2
April 2014 - August 2016
Providing 2nd level remote support in Russian and English Troubleshooting software and hardware related issues that were not able to be resolved by the 1st Line Support. Handling incoming support requests and solving them according to SLAs • Providing a professional first line technical telephonic support in Russian language to customers dealing with technical, reconciliation and other queries without the expenditure of an Engineer visit. • Logging calls for each incident and proactively managing this through the system to final resolution. • Scheduling of Engineers visits immediately for errors that cannot be resolved telephonically. • Adhering to Service Level Agreements with customers to ensure that errors and issues are resolved within those periods.
at Jagiellonian University
2006 - 2010 (4 years) Województwo Małopolskie