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Technical Specialist

Thomson Reuters Professional & Consulting Services 11/22/2017 7:49:28 AM Gdynia, Poland
Job Description

WE ARE LOOKING FOR A NEW COLLEAGUE:

Technical Specialist – Specialist Operations

YOU AND YOUR TEAM:

The Thomson Reuters Global Support Centre is the high profile first point of contact for customers wanting help on any Thomson Reuters products or services. The aim is to provide an efficient and effective place for customers to contact, where they can be assured that their queries, which include data, functionality and technical, will be answered promptly, accurately and professionally by telephone or electronically.


WHY IS THIS JOB IMPORTANT?

The technical specialist function is the next level of expertise in remote management. The role of Technical Specialist is about pro-active monitoring of the healthiness of the Thomson Reuters devices installed in client site, resolving technical problem using remote management tools, and managing the problem from start to the end and update the client regularly.

There will be a requirement to work on a rotation pattern (shifts including at times nights and holidays).

SOME OF DAILY TASKS YOU WILL PERFORM:

  • Pro-actively monitoring client site devices
  • Problem Management
    • Manage problems end to end. Liaises with field groups, technical operation/telecoms, 2nd line support. Keeping track the progress until problem is resolved
    • Collect & Analyse log file from client site device
    • Resolve problem using remote management tools
    • Assist front line agent & Field groups to determine the status of a client site device using remote health checks
  • Installation Assistance
    • Assist on site engineer to enrol devices to Tivoli.
    • Perform post-install checks to ensure correct function of devices
    • Action Remote software distribution (sometime outside of business hours)
  • Maintaining technical and soft skills
    • Maintain adequate product, technical and market knowledge
    • Familiarize with new products
    • Maintain call handling skill, including the correct call logging, administrative and procedural practices required

WHAT DO YOU NEED TO BRING?

  • Good understanding of Windows Workstation/Server
  • Good working knowledge of TCP/IP protocol
  • Knowledge of remote management protocols and tools (i.e. Tivoli)
  • Network Technologies (CISCO, JUNIPER) – nice to have
  • Customer Service experience and approach
  • Strong problem solving skills and decision-making skills.
  • Fluency in English (written and spoken)
  • Ability to communicate effectively with colleagues and customers
  • Other European languages will be a plus
  • 24/7 shifts availability

We offer

  • Job in an international, dynamic environment where you contribute to building innovative solutions for business professionals
  • Wide range of development opportunities (including trainings and opportunity to join a number of additional projects on the site)
  • Competitive salary
  • Access to Thomson Reuters products with real-time economic data
  • High standards of ethics in the workplace
  • Wellbeing scheme including private healthcare and Multisport card

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Gdynia-Poland
Req #: JREQ093860
Locations: Gdynia-Poland
Job Function: Professional & Consulting Services
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