1st Line Client Support Engineer - Develocraft

1st Line Client Support Engineer

Develocraft is looking for 1st Line Client Support Engineer for one of our international clients who provides hybrid IT solutions.

1st Line Client Support Engineer in this project will be responsible for:

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in our clients’ structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members

What do we need from you to join in this project:

  • At least 1-year experience in an IT role i.e. Helpdesk
  • Knowledge of a call management system and its function
  • Knowledge of ITIL and its function within IT
  • Excellent customer service skills
  • Excellent demonstrable written and verbal communication skills
  • Confidence in liaising with other personnel
  • Ability to multi-task and work well under pressure
  • Good team working skill essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • ITIL certification desirable
  • Able to communicate in groups with confidence and conviction
  • An understanding of Infrastructure technologies including OS, Storage and Networking
  • Demonstrable experience of working in an IT infrastructure focused helpdesk role
  • General understanding of internet/e-commerce technology and its importance to organisations
  • Basic technical awareness of IT server infrastructure
  • Knowledge of the ITIL framework desirable
  • Additional preferred knowledge: VMware, ITIL, Scripting, Public Cloud
  • Fluent English

What we can offer you in this project:

  • Contract of employment
  • Multisport card
  • Private life insurance & health care
  • Lunch card
  • Training budget

Salaries depend on experience:

  • 6 000  –  8 000 PLN gross monthly

Our recruitment process

First interview
Technical interview


1. How long does the recruitment process take?

2. How the recruitment process looks like?

3. Is remote work possible?

4. What happens to an employee when his project ends?

Still want to ask something?

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Feel free to leave us a message. We will get back to you as soon as we can.


+48 690680040