Wroclaw, Poland
The Junior Desk Side Engineer is responsible for face to face delivery of Information Technology, Audio Visual and Tech Bar support services to colleagues based in Wroclaw.
The Junior Desk Side Engineer will quickly resolve everyday service incidents and fulfil requests with client computer hardware and software problems, aid and follow-up on colleague inquiries and perform client computer hardware and software installations.
What you’ll be DOING
What will your essential responsibilities include?
- END USER TECHNICAL SUPPORT – Positively interact with and support users with their technical issues and requests via Tech Bar, Microsoft Teams calls and onsite desk-side visits.
- AUDIO/VISUAL SUPPORT – Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
- HARDWARE SUPPORT – Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
- MOBILE DEVICE SUPPORT – Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions with the Mobile support team. Mobile subscription management and ordering is additionally expected.
- SOFTWARE SUPPORT – Assist with support and troubleshoot introduction of new software and deployment as needed. Interact with vendors and provide hands-on support. Assist and train users, when necessary, on common productivity applications including the Microsoft Office 365.
- INFRASTRUCTURE SUPPORT – Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff.
- TEAM PLAYER – Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfil operational service levels, department initiatives and project deliverables.
- VIP SUPPORT – Provide onsite white glove support, build relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
- HARDWARE DEPLOYMENTS- Image, prepare and ship new hire /replacement equipment ensuring deadlines are met.
- DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
- Occasional on-site weekend presence may be required to support business requirements.
- Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead.
- Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.
- Always communicate with colleagues in a professional and courteous manner, providing technical support in a customer-focused way.
- Troubleshoot and repair any hardware/software issues that cannot be resolved by Global Service Desk which includes more complex issues (Laptops, Printers, Networks, Remote Access, and Core Applications.)
- Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
- Receive and work new and existing tickets via Calls, Chats, and Ticket Assignments in Silva.
- Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience.
You will report to European Regional Deskside Support Manager
What you will BRING
We’re looking for someone who has these abilities and skills:
- Technical knowledge and working experience with Microsoft products including email, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.
- Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA’s and results of colleague feedback.
- Some HP Desktops / Laptops knowledge
- Apple Mac / iPads / iPhones & Smart Phone Technologies
- Microsoft Office 365 or higher – Project, Visio, Access & TEAMS
- IT Helpdesk Solutions – Service Now
Who WE are
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.
How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
Learn more at axaxl.com
What we OFFER
Inclusion
AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.
- Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
- Robust support for Flexible Working Arrangements
- Enhanced family-friendly leave benefits
- Named to the Diversity Best Practices Index
- Signatory to the UK Women in Finance Charter
Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.
Total Rewards
AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.
We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
Sustainability
At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.
Our Pillars:
- Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
- Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
- Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
- AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.
For more information, please see axaxl.com/sustainability.
AXA XL is an Equal Opportunity Employer.