Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

The BTS Global Service Desk is a strategic IT business partner that provides a centralized point of contact for Global Payments corporate employees and contractors to report incidents, initiate a request, answer questions, and restore interruptions in service in the most time effective manner while offering a consistent quality of service in a 24x7 operating environment.  The Service Desk Technician is a customer-centric role responsible for supporting the end-user community in the delivery of IT services including corporate systems and applications, network connectivity, desktop infrastructure, operating systems, mobile devices, software, hardware, and peripherals.  Responsibilities include handling reported incidents, service requests, and access requests within agreed service levels from multiple end-user communication channels including calls, emails, chats, walk-ups, and tickets opened in the service management portal.  The technician will investigate and respond to assigned support requests by following documented processes and procedures and work within the End User Services organization to improve the quality and scalability of IT operations using best practices and methodologies.

Duties and Responsibilities

Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills.Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify the root cause and quickly determine the resolution in a 24x7 operating environment.  Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times.Participate in call handling according to assigned skills and schedules as directed by leadership.Troubleshoot and repair hardware and software issues on multiple operating systems.Provide on-site and remote technical support using administrative tools for desktops, operating systems, software, hardware, printers, and peripheralsAssist in system upgrades and maintenance, including, but not limited to, add and/or remove the memory, hard drives, video cards, and power suppliesResponsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes.Deploy software and system images for multiple OS and hardware standards. Follow Global Payments company policies, procedures, and standards, as aligned.Performs other responsibilities associated with this position as may be appropriate and assigned. Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

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Required Education

High School Diploma or GEDCollege coursework in the Computer Science, Management Information Systems or related field of study

Preferred Education/Certification:

Degree in computer science or related field preferred, or equivalent work experience.At least one certification in CompTIA, Microsoft, Cisco, or ITIL Foundation. 

Required Experiences:

1 year practical experience in an IT Support role/Tech Support/Customer Service  or combination of work experience and educationExperience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.Active Directory administration.Knowledge in Password Reset Processing.Language Skills - Advanced knowledge of English, written and verbal (C1 - C2) and Intermediate knowledge of Polish, written and verbal (B1-B2)

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Skills\Behaviors:

Proven team player with outstanding interpersonal and communication (written & oral) skills.Ability to manage multiple issues at one time with exceptional follow through.Exhibits an energetic attitude that promotes teamwork, integrity, and results.Experience working in cross-functional roles and culturally sensitive environments.An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems that occur in desktops, mobile devices, operating systems, software, hardware, and peripherals

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What we offer:

Cooperation based on fixed-time contractAll necessary work toolsAccess to e-learning platforms (e.g., Udemy)Access to a Multisport cardOption to join group life insuranceFresh fruit and delicious coffee

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Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.