Description
Proteus Europe, acting as an I.T recruitment agency, are urgently seeking a Level 2 Support Engineer for a 4 month contract in Barcelona, Spain.This is a fantastic opportunity to work in the one of Spains liveliest cities!
For this role you will be responsible for the following:
" Receive call from service desk, L-2 Tech support & Executive support team
" Provide Hardware break fix services for laptop , desktop , printers and scanners
" Receive new desktop orders and provide MACI ( Move , Allocate , Change and Install) services
" Provide L3 desktop support ,Provide L2 LAN support ( LAN admin support with touch services)
" Technical support for Voice and Video conferencing
" Co-ordination with vendor ,Co-ordinate with offshore and onsite tech support team
" Identify and Share/ recommend new products (H/W & S/W) for evaluation
" Provide support for sales team ( Remote / Roaming users) and Provide assistance for S/W distribution across network
" Provide assistance for antivirus management
" Publish local maintenance details , Assist for virus outbreak management / events ( Offshore- Remote support)
" Site Inventory management and maintenance
" Escalate the issues to management or next level as needed ,Provide support for asset disposal services
" Generate and provide weekly , monthly activity and other reports
" Escalate and Coordinate with remote support team at offshore to get the user issues resolved
" Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and other global team
" Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
" Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
" Implement the corrective/ preventive action identified
" Co-ordination with the other support groups and Domains
" Discuss management of risks in advance with the Domain Leads
" Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
" Escalating to higher management whenever required
" Report the status to the higher management
Experience required:
" Minimum 5 to 6 yrs of experience in Enterprise desktop support experience
" Exposure to ITIL delivery processes ( ITIL foundation certificate will be an added advantage)
" Excellent experience in installation and troubleshooting MS office, Adobe Acrobat , MS outlook ,MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications
" Very good hands on experience on Lync , Webex, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client , Comvault back up and Disk keeper disk wipe software
" Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management
" Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
" Installation experience on MS .Net , Sun JAVA client ,MS Direct X ,IBM DB2 client ,SAP GUI client will be an added advantage
" Very good experience on providing client level support to web conferencing systems like webex or Intercall
" Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.
" Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems
" Exposure on technical support to Apple iPhone, Blackberry and other PDA devices
" Excellent hands on experience in installation and troubleshooting desktop , Printers , Laptop and other computer peripherals hardware problem
" Trouble shooting network printer issues , file server issues with exposure to handle dell servers
" Excellent communication and documentation skills are mandatory
" Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues
" Exposure to MS ADS and user ID management
" Ability to co-ordinate with different internal support groups ( Like Network , Messaging, Security and change management teams)
" Ability to physically move PCs on the floor and to the desks
" Ability to work as a team member with good team spirit
" Good understanding about tiered infrastructure support services in a managed services model
" Experience in working with Onshore/Offshore teams
" Experience in working with cross-functional teams (IT Service Management framework)
" Ability to effectively communicate with global teams for issue escalation and problem resolution
" Driving experience with valid driver license , ability drive to customer location (as required) and ability to lift / move computer equipment (up to 40 to 50Lbs)
" Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus).
" Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company
" Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
" Self-driven and resourceful to achieve goals independently as well as work well in groups.
Available and interested? Submit your CV to us immediately for consideration!