Description
Support Engineer
Our client in the Financial Services Industry is looking for a Support Engineer for Luxembourg.
Purpose of your role
The Support Engineer is part of a Regional IT team that provides support to business units across Continental Europe, Middle East & Africa. This role has responsibility for hardware and software support services, maintaining customer satisfaction through problem resolution, SLAs and being the recognised specialist of a localised technical team. The role involves exposure to other Technical Services technologies groups, and requires a solid understanding of how these interact together and the processes for delivery.
This is a Technical role;
" Operate at a departmental level.
" ITIL Service Management practices
" Work with limited supervision to achieve agreed targets and goals.
" Demonstrate specialist technical knowledge.
" Act as an informal or formal point of reference for technical specialist skills within team.
" Actively participate as a team member share with colleagues knowledge, skills and experience of process, product, standards and systems.
Key Responsibilities
" Liaise with Service Desk, Service Managers, International Technical teams and User Community to provide resolutions and customer support.
" Troubleshoot hardware and software problems through to resolution
" Set-up and configure new systems and hardware upgrades
" Maintain current environments and software policies
" Ensure Service Level Agreements are met and maintained
" Achieve high quality of service support to the business community
" Operate comfortably within an International team environment.
Experience and Qualifications
" Fluent English (spoken and written), other European languages would be an advantage
" Degree level education preferred
" Proven IT experience, with technical support experience in an International environment
" Solid knowledge of desktop environments Windows 7, MSOffice, Project Tools, VDi, Mac, Active Directory
" Knowledge and experience of voice/network architectures, data WAN/LAN.
" Understanding of TCP/IP protocol, horizontal and vertical cabling structures
" Knowledge of IP Telephony, audio/visual mediums experience
" Experience of working via Incident, Service request ticketing system (ServiceNow)
" Industry Recognised Qualifications MCDST,MCSE
" ITIL foundation certificated.
" Customer-service focus, with a positive, can do attitude
" Initiative taker, results driven
" Organised with good attention to detail
" Analytical and problem solving skills
" Excellent communicator
" Flexible team player, comfortable in a multi-national environment