Description
We are able to offer a long term and extendable contract for a 1st line IT Support Specialist who will be based out of our clients office in Paris. The IT Support team's role of this Consultant, is to ensure that the existing infrastructure and associated systems that our Client is using are fully functional at all times. The IT Support Specialist will be responsible for providing technical support for a broad range of technology, including computer systems (hardware and software), network infrastructure, telecommunications (mobile devices, telephone systems), and audio-visual equipment. They must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the incident in a timely manner and according to the existing SLA.
Other tasks will include:
- Maintains full ownership of ticket through its life cycle and Incident Management process
- Maintains the Lessons Learnt Log
- Provides first call resolution or triage for all calls
- Ensures accurate logging incidents, service requests, access requests and IT help
- Utilizes the Wiki (KB) and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
- Completes initial diagnosis and progress all issues in a timely manner to meet SLAs, resolving the incidents wherever possible
- Escalates tickets to the appropriate IT Support Managers (Level 2) if required
- Forwards tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure
- Monitors Service Desk mailbox
- Supports room based video conferencing
- Provides occasional out of hours support
Qualifications
- Bachelor Degree in IT or related discipline with a minimum of 5 years of experience in Service Desk activities in a busy fast paced Service Desk environment
- Good understanding of ITIL in principle particularly in the Service Operation space, covering Service Desk function, strong appreciation of the frontline role service desk operations
- Good knowledge of Cloud based operating systems with particular focus on MS365, Active Directory
- Good knowledge of desktop operating systems (Windows) and associated hardware and software (MS Office, MS Project, Visio etc) necessary to install and support users
- Knowledge of ECCM Imaging
- Knowledge of mainstream mobile device platforms (IOS)
- Knowledge of VMWare
- Knowledge of End-User Devices (Desktop/Docking station/Laptop/Mobile Phone/Desk Phones)
- Experience in using Jira system
- Understanding of Networking technologies and concepts
- Very good knowledge of written and spoken English is required