Description
We are looking for a 2nd Line Support consultant with 3+ years of experience, and some French language skills. This is a contract role.
Requirements:
- 3+ year(s) of work experience in a similar job (traineeships counting as experience).
- Good spoken and written knowledge of English and French (min. B2)
- Excellent knowledge of all round IT (Office applications, Windows )
- Good expertise on the informatics environment (Microsoft OS; Internet browsing, Linux an MAC OSX).
- Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)
- Good expertise on Mobile Device (Apple and Android).
- Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.
- Experience in facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.
- Experience in deploying/imaging desktops and laptops and performing hardware diagnostics.
- Experience with ticketing systems (HP Service Center or other Ticketing systems).
- Demonstrated knowledge of Analysis Tools/Commands
- Character skills: Excellent customer service skills; Excellent problem solving and analytical skills; Team player; service orientation and time management skills; Able to manage complex and stressful situations; punctual and reliable; must be Comfortable in an international and multicultural working environment; Solutions oriented mind;
- Able to quickly assimilate procedures; ability to prioritize the incident and request.
Desired qualifications:
- Knowledge of/or experience in ITIL environment
- Knowledge of other EU languages is a plus
Main tasks:
- Provide user friendly, on-hand support to the users in multiple locations.
- Perform analysis, diagnosis and resolution of desktop/Laptop, Printer, Mobile device, Copier and LAN and other miscellaneous hardware equipment problems for end users within Service Level Agreement guidelines.
- Inform customers on the status of their Incidents/requests and ensure customer satisfaction.
- Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets.
- Handle face-to-face requests for technical assistance from the final users.
- Provide special events' support to the users' community.
- Take part in one-on-one information sessions with the users at a proximity location or a specific location (eg genius bar).
- Provide VIP support to executives and high level visitors.
- Provides timely resolution of end user problem in accurate manner
- Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.
Apply now to speak with the team.