Associate Technical Support Analyst, Poland

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At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Associate Technical Support Analyst is a position that requires both technical and exceptional interpersonal skills.

This role will be responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. The Associate Technical Support Analyst will work with other technical resources, adhere to procedures, workflows, and

tools to provide exceptional support and customer service.
 

The place of work is Warsaw, Poland.

Essential Duties

Include, but are not limited to, the following:

• Provide technical support with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users; including, but not limited to, software/hardware, such as laptops, desktop computers, mobile phones, and printers.
• Document troubleshooting steps and resolutions in ServiceNow.
• Ability to engage in ticket queue management using ServiceNow.
• Perform extended or complex troubleshooting and participate in root cause analysis.
• Ability to perform independent research to resolve issues, including use of internal knowledge bases.
• Strong documentation skills and knowledge base article management.
• Provide input on improving existing IT support processes.
• Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.
• Maintain exceptional customer service for all support and adhere to all service management principles.
• Excellent communication skills with heavy focus on customer excellence and service delivery.
• Demonstrate basic presentation skills and ability to present in small groups.
• Excellent organizational and time management skills.
• Ability to be able to prioritize incident response (applying the ITIL service management framework).
• Ability to work independently with minimal oversight and apply analytical and critical thinking.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization. 
• Ability to work nights and/or weekends in exceptional cases as and when required.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for
• approximately 80% of a typical working day.
• Ability to work with a diverse range of cultures in a professional manner.

Minimum Qualifications

• Fluency in the English language and ability to communicate in English on technical topics relating to the provision of IT support.
• Fluency in another European language (B2 or above per CEFR) – French and/or German preferred.
• 4th level vocational qualification in IT; or high school diploma and 4+ years of relevant experience.
• 2+ years of previous IT Service Desk and/or call center experience.
• 2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
• 2+ years of Incident Management experience, managing business expectations and communications.
• 2+ years of experience working with Microsoft-based operating systems, with emphasis on Windows 10 and the O365 suite of applications.
• 2+ years of experience working with and troubleshooting MacOS and iOS devices.
• 1+ year of experience with OKTA end-user administration or relevant technology.
• Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
• Strong grasp of basic security principles and practices as it pertains to a business environment.
• Demonstrated ability to perform the essential duties of the position with or without accommodation. 
• Authorization to work in the country of work without visa sponsorship. 

Preferred Qualifications

• CompTIA A+ certification and/or other recognized IT support qualifications.
• Experience using ServiceNow for IT Service Management.
• Experience supporting remote employees.
• Experience in healthcare or biotechnology.
• ITIL/HDI training and certification.
• Microsoft SCCM and Windows 10 expertise.
• JAMF Apple Device Management expertise.
• Superior technical communication skills.
• Experience in molecular biology, genomics, translational science, and/or personalized medicine.
• Knowledge of other languages (French, German, Italian, Polish, Spanish) and/or Japanese.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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