Description
Second Line Support Engineer (Alicante/Spain)Position Summary:
Provides customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing over the phone, remote communication technologies and locally to service the end user.
Job Purpose
- To provide a person to person support IT users that follow ITIL principles to deliver a continually improving IT service to all staff and stakeholders.
- Provide 2nd line support for 800+ users for all IT and facilities enquiries.
- Provide Desktop, PC, laptop, IT equipment support for all users. Troubleshoot, diagnose and test all issues raised using Remedy.
- Take ownership of user problems and be proactive when dealing with user issues
- To update calls on the Remedy system
- Maintain high degree of customer service for all support queries and adhere to all service management principles.
- The ability to work under pressure to meet deadlines whilst maintaining quality of service
- Interface with various groups to ensure communications are effective, that optimum and timely service is provided to users
- Participation in product evaluations for the Windows platforms Software, including market survey, technical evaluation, testing and preparation of technical reports.
- Production of technical documentation (compilation of User Guides, documentation of procedures etc).
- Ensure that written responses are accurate, professional, clear and concise
- Flexibility to work on a shift rota (12 hours x 5 days per week currently)
- Ability to prioritize and deliver service, to agreed Service level agreements within a diverse and constantly changing Technical environment.
Technical skill-set
- Remote Support of PC, NetPC's (Thin Client), Laptops and peripheral devices, hardware (assembling, testing, part replacement and maintenance) mobile phones and PDA's, video conference equipment.
- Resolution of incidents across the OHIM's computing environment, relating to the above products and technologies (problem diagnosis, troubleshooting, escalation to external product suppliers and reporting via the Service Desk).
- Support of Anti-Virus services
- Support of System Management products and tools for the Windows platforms.
- Production of technical documentation (compilation of User Guides, documentation of procedures etc).
- Administration of Helpdesk phone system
Skills Experience
- Proven experience in the abovementioned tasks is essential.
- Excellent knowledge of Windows XP Professional/Windows 7 (MCITP: Enterprise Desktop Support Technician on Windows 7).
- Excellent knowledge of MS Office
- Excellent knowledge of Windows installation and deployment tools. Experience of Software Distribution and Asset Management systems.
- Excellent knowledge of PC hardware.
- Knowledge of networking (TCP/IP, MS-Networking, Dial-up networking, Remote Access Server, VPN)
- Very good working knowledge of English and Spanish. Knowledge in any of the other working languages in the office is an asset (French, Italian, and German).
- Excellent interpersonal relations skills.
- Ability to participate in multi-lingual meetings, ease of communication on technical matters.