Description
Workstation Support Engineer, L2 - Finnish and English speaking | Espoo, Finland | 1 year contract (extendable)
I am currently recruiting for a Workstation Support Engineer, L2 - Finnish and English speaking, to work for a minimum of 1 year in Espoo, Finland.
The candidate must have fluent Finnish language skills, which is a mandatory requirement, as well as English language skills.
Day to day tasks for the Workstation Support Engineer, L2 - Finnish and English speaking, role:
- Assist users over the telephone, through e-mail, voice mail, messaging, over web interface or other support channels.
- Provide advanced-level technical support to the customer within contractually agreed timeframes, including software and hardware related issues but not limited to desktops (support involves mobile computers and other mobility devices).
- Support and liaise with 3rd Level resolver groups as and when needed between locations, applications, vendors and customers.
- Analyze issues and requests and escalate unsolved cases to the appropriate IT team, Network, Server, Application Support team or PC Support team.
- Maintain end-to-end ownership of all incidents and service requests in the scope of the Level 2 support team.
- Ensure that after an outage or service interruption the devices and applications of the users are working properly.
- Manage personal and team backlog. Investigate technical solutions for aging tickets and/or liaise with solution stakeholders to propose a new process.
- Record, track, manage cases (incidents, requests, change or problem tickets) in the helpdesk tracking database. Own the ticket throughout its life cycle and ensure that all relevant information is captured (as per Quality guidelines). Follow up the cases to ensure timely resolution. Manage and maintain appropriate ticket statuses.
- Manage high priority incidents as per the availability in the force policy document.
- Perform floor walk activities on the Service Desk floor and support Level 1 and Level 1.5 Service Desk agents with IT-related issues.
- Perform application installation and troubleshooting (SCCM).
- Maintain active/directory accounts, security, and distribution groups.
- Provide end-user side printer support.
- Provide advanced support to the Customer's PC using a remote control tool. Support would include standard applications, antivirus, and encryption agents
Technical requirements for the Workstation Support Engineer, L2 - Finnish and English speaking role:
- At least 1.5 years of Service Desk related experience
- MCP/MCSA/MCSE certification or completion of the ITIS EUC Academy or equivalent experience
- Advanced knowledge Hardware
- Excellent Hardware knowledge (Desktop, Laptop, Cisco/Avaya telephone devices, mobile devices Android/iOS)
- Capability to understand IT environment, basic knowledge about networks, TCP/IP, PC Configuration, Email systems
- Minimum High School Degree (preferred College/University Degree or studies in progress)
- Knowledge of mobile platforms and MDMs
- ITIL Foundation knowledge
Shortlisting immediately - phone interview this week.
This role is suitable for a Workstation Support Engineer, L2 - Finnish and English speaking, who is looking to work in a professional team within a successful company.
If you are interested in this position, please submit your CV for consideration now!