Description
2nd line support
Leading European Client is looking to identify and experienced 2nd Line Support Technician to work across sites in Ireland. Ideally you will have some knowledge of French as well as fluent English.
DESCRIPTION
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 to one-on-one information session with the users at a proximity location or a specific location (eg genius bar).
- Provide VIP support to executives and high level visitor.
- Provides timely resolution of end user problem in accurate manner
Required qualifications
- Good spoken and written knowledge of English and French (min. B2)
- Excellent knowledge of all round IT (Office, Windows )
- Excellent knowledge of Microsoft Office applications.
- Good expertise on 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.
Required profile
- At least 3 year(s) of work experience in a similar job (traineeships counting as experience).
- Experience with ticketing systems (HP Service Center or other Ticketing systems).
- Excellent customer service skills.
- Excellent problem solving and analytical skills.
- Demonstrated knowledge of Analysis Tools/Commands.
- Strong service orientation and time management skills.
- Solutions oriented mind.
- Team player with strong communication skills.
- Able to quickly assimilate procedures.
- Demonstrated ability to prioritize the incident and request.
- Able to manage complex and stressful situations that require rapid and effective resolution of incidents.
- Comfortable in international and multicultural working environment.
- Punctual, meticulous and reliable.
Desired qualifications
- Knowledge of/or experience in ITIL environment
- Knowledge of other EU languages is a plus
Please send an updated CV for an immediate start.