Description
We are looking for a 2nd and 3rdSupport Assistant to work for our multinational client in Spain or Portugal (according preference from consultant)
Deliverable Service:
- Take over and resolve incidents and problems from First Level support.
- Diagnose and investigate cause of incidents with necessary technical competences to enable repair or replacement.
- Identify the problem and implement temporary work-arounds, corrective patching when available.
- Escalate to Third Level support when unable to resolve incidents and problems outside the domain of competence, following up on progress.
- Close incidents in the incident management tool and provide information to the First level support.
- Provide immediate support and wherever possible resolve P1 and P2 incidents and problems, and if incident is outside the domain of competence, escalate immediately to Third Level.
- Pre pare and deliver root-cause analysis and lessons learned documentation.
- Document solutions to enable faster resolution in the event of incident reoccurrence and sharing of this knowledge with all parties.
Required skills
- At least 5 years of experience with helpdesk activities
- Experience in a Microsoft Windows Server environment (2008 R2, 2012 R2,2016)
- Experience with SCOM 2012 or Orchestrator 2012
- Experience with Netinstall or DSM
- Experience service desk software like Jira, Zendesk, iET, Remedy, etc.
- Knowledge of ITIL
- Strong knowledge of MS Office 2010
- Proven experience in working with people in a multinational, multicultural environment
- Excellent communication skills in English both orally and in writing.
infeurope is a Luxembourg-based IT service provider, designing, developing and managing multilingual information and documentary systems in many application areas and business sectors. For more than 35 years we have delivered IT systems and solutions, and IT consultancy and staffing services, to our clients in Luxembourg and across Europe.