09/06/2022 updated
100 % available
L2 Technical Support Specialist
Entroncamento, Portugal
Portugal
Degree in Business Information SystemsSFTP, network drive, Microsoft System Center Configuration Manager, HP Veeam, Backup Exec 2010, Microsoft Active Directory, Exchange, vSphere, Office admin center, SharePoint, OneDrive, Citrix, VPN, Identity Management, RSA, OKTA, AD, ServiceNow, Office 365, Powershell, server operating systems, MS Exchange, Office, Oracle, Blackberry, Apple IOS devices, iPhone, IT Security, Windows Server 2012, Cloud, VLAN, MAC OS Admin, Veeam, DPM, Magento, user accounts, Confluence, LastPass, mobile phone, SonicWALL, SAP, Browsers, Anti-virus, firewall, Google Analytics, backup, Windows, Vista, MS office 365, LAN/WAN/Firewalls, Backup Exec, Xenapp, XenDesktop, printer, Microsoft Office, Skype for Business, Webview, VMware, Airwatch, Agile Development, ITIL, Zendesk, LanDesk, Windows 7, Windows 10, Office 2010, Active Directory, Exchange Server, Avaya telephone system, iPad, Lync, Skype for Business Internet Explorer, Intranet, Java, Adobe Acrobat, LogMeIn, Bomgar Lync, Skype, Remote Desktop, Extranets, Windows Android, Mac OS configuration, windows server 2008/2012/R2, instant messaging, mobile devices, Laptops, Printers, Document Management, Lync 2013, RDP, thin client, database, virtual desktop, VNX, data transfer, SCOM, Citrix Presentation Server, Windows server 2003/2008, Windows XP, Windows Server 2003, 2008 R2, DHCP, Print Management, Exchange 2003, cloud-based services, Microsoft Office 2010, Windows Server 2003, 2003 SBS, DNS, Kaspersky, Microsoft Office 2003 and 2010, Android, VPN proxy server Lotus Notes, peripherals, Lotus, Windows 2000, XP
Languages
EnglishFluentPortugueseGood
Project history
* Provide second level support/management for IT related incidents and requests, adhering to agreed
business service levels.
* Recognise and escalate incident trends to enable prompt action from Incident & Problem Management
as appropriate.
* Achieving high levels of accuracy in capturing incident details on Service Management tools in
accordance with team processes and procedures.
* Handle 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out
in accordance with documented guidelines.
* Document and fill gaps in processes, knowledge and tools, and make recommendations for
improvement. Implement where possible.
* Technical support of Office 365 messaging, Exchange and some Powershell.
* Provide technical guidance and input to all teams within Service Operations and act as project
resource when requested.
* Assist with other areas of Service Operations support workload as dictated by Service Operations
KPI's.
* Maintain and improve Service Operations associated services.
* Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office
productivity suite of applications.
* Some experience of Oracle modules in an application support role.
* Good working knowledge of mobile handheld technologies including Blackberry and Apple IOS devices.
* Excellent technical skills with relevant experience in a service support function, including
supporting bespoke software applications.
* Highly effective communicator with outstanding customer service skills and the ability to
influence outside own team.
* Outstanding problem-solving skills.
* Highly collaborative, pro-actively to support colleagues and fill knowledge and process gaps.
* Committed to personal development and self-improvement.
* Good collaboration troubleshooting skills and some knowledge of problem resolution methodologies.
* Good working knowledge of networking and protocols.
* Understanding of other Service Management disciplines (e.g. configuration, change, problem,
operations, capacity, availability, performance etc.)
* Experience supporting simple and complex messaging environments.
* Good knowledge of Voice over IP telephony and contact centre systems.
* Good network and infrastructure knowledge.
* Ability to adapt readily to changing work and responsibilities.
business service levels.
* Recognise and escalate incident trends to enable prompt action from Incident & Problem Management
as appropriate.
* Achieving high levels of accuracy in capturing incident details on Service Management tools in
accordance with team processes and procedures.
* Handle 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out
in accordance with documented guidelines.
* Document and fill gaps in processes, knowledge and tools, and make recommendations for
improvement. Implement where possible.
* Technical support of Office 365 messaging, Exchange and some Powershell.
* Provide technical guidance and input to all teams within Service Operations and act as project
resource when requested.
* Assist with other areas of Service Operations support workload as dictated by Service Operations
KPI's.
* Maintain and improve Service Operations associated services.
* Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office
productivity suite of applications.
* Some experience of Oracle modules in an application support role.
* Good working knowledge of mobile handheld technologies including Blackberry and Apple IOS devices.
* Excellent technical skills with relevant experience in a service support function, including
supporting bespoke software applications.
* Highly effective communicator with outstanding customer service skills and the ability to
influence outside own team.
* Outstanding problem-solving skills.
* Highly collaborative, pro-actively to support colleagues and fill knowledge and process gaps.
* Committed to personal development and self-improvement.
* Good collaboration troubleshooting skills and some knowledge of problem resolution methodologies.
* Good working knowledge of networking and protocols.
* Understanding of other Service Management disciplines (e.g. configuration, change, problem,
operations, capacity, availability, performance etc.)
* Experience supporting simple and complex messaging environments.
* Good knowledge of Voice over IP telephony and contact centre systems.
* Good network and infrastructure knowledge.
* Ability to adapt readily to changing work and responsibilities.
* Service desk / help desk Support.
* MacBook, iMac, iPad and iPhone setup, support/troubleshooting.
* Office 365 Admin and support.
* Active Directory Admin and support.
* In depth knowledge of IT Security protocols, processes, policies, and standards.
* Windows Server 2012 to 2016 Admin and support.
* Basic project management knowledge.
* Cloud infrastructure Admin and support.
* VLAN Admin and support.
* MAC OS Admin and support.
* File or drive restore Veeam DPM.
**Magento user and product troubleshooting.
* Metapack user accounts admin and troubleshooting.
* Experienced in IT service management, incident and problem management.
* Confluence user accounts admin and troubleshooting.
* LastPass user accounts admin and troubleshooting.
* Desk phone and mobile phone admin and troubleshooting.
* Process joiner mover and leavers including hardware set up and installation.
* Software distribution/installation troubleshooting (office 365, SonicWALL/Net extender, SAP,
Adobe, Browsers etc).
* Asset admin.
* Anti-virus and firewall troubleshooting.
* Cisco Meraki network management admin.
* Google Analytics, 360 and tag manager set up and troubleshooting.
* MacBook, iMac, iPad and iPhone setup, support/troubleshooting.
* Office 365 Admin and support.
* Active Directory Admin and support.
* In depth knowledge of IT Security protocols, processes, policies, and standards.
* Windows Server 2012 to 2016 Admin and support.
* Basic project management knowledge.
* Cloud infrastructure Admin and support.
* VLAN Admin and support.
* MAC OS Admin and support.
* File or drive restore Veeam DPM.
**Magento user and product troubleshooting.
* Metapack user accounts admin and troubleshooting.
* Experienced in IT service management, incident and problem management.
* Confluence user accounts admin and troubleshooting.
* LastPass user accounts admin and troubleshooting.
* Desk phone and mobile phone admin and troubleshooting.
* Process joiner mover and leavers including hardware set up and installation.
* Software distribution/installation troubleshooting (office 365, SonicWALL/Net extender, SAP,
Adobe, Browsers etc).
* Asset admin.
* Anti-virus and firewall troubleshooting.
* Cisco Meraki network management admin.
* Google Analytics, 360 and tag manager set up and troubleshooting.
* Provide excellent customer service to all internal and external customers.
* Provide 2nd line service desk support via telephone / email support and to administer and maintain
service desk software packages.
* To provide guidance and support to the service desk assistant(s).
* Responsible for ensuring all incidents are the progressed through to resolution in adherence to
SLA agreements.
* Managing all Third-Party Suppliers, monitoring performance and identifying trend analysis. Engage
escalation procedures where applicable.
* To be a contributing team member ensuring key business objectives and individual performance
standards are met and/or exceeded.
* To ensure the physical security of equipment in line with current policies or insurance policies.
* To ensure the security and integrity of data and applications, including regular data backup.
* To administer maintenance of all telephony systems in use within the Association.
* To ensure that an inventory of all software and hardware is maintained within the Association's
offices.
* Promote the adherence to the Associations IT Policies by example and advice.
* To ensure that risk management is considered when performing tasks, and that any movement in risk
is communicated to colleagues and fed into the Associations risk plan.
* Undertake daily, weekly and monthly tasks as scheduled by the Service Desk Manager. Refer to
Service Desk Tasks document.
Role Related Skills
* Microsoft Operating Systems, Windows, Vista, 7 and 10.
* Support MS office 365
* Network Technology LAN/WAN/Firewalls
* Set up, maintain and restore back up (HP Veeam and Backup Exec 2010)
* Xenapp and XenDesktop
* Citrix AppCentre Management
* Mimecast administration
* Exchange and AD administration
* PC, laptop, mobile phone, tablet and printer set up, configuration and troubleshooting
* Share point 2010 administration and troubleshooting
* CISCO phone set up and troubleshooting using Cisco Unified Communication Manager
* Provide 2nd line service desk support via telephone / email support and to administer and maintain
service desk software packages.
* To provide guidance and support to the service desk assistant(s).
* Responsible for ensuring all incidents are the progressed through to resolution in adherence to
SLA agreements.
* Managing all Third-Party Suppliers, monitoring performance and identifying trend analysis. Engage
escalation procedures where applicable.
* To be a contributing team member ensuring key business objectives and individual performance
standards are met and/or exceeded.
* To ensure the physical security of equipment in line with current policies or insurance policies.
* To ensure the security and integrity of data and applications, including regular data backup.
* To administer maintenance of all telephony systems in use within the Association.
* To ensure that an inventory of all software and hardware is maintained within the Association's
offices.
* Promote the adherence to the Associations IT Policies by example and advice.
* To ensure that risk management is considered when performing tasks, and that any movement in risk
is communicated to colleagues and fed into the Associations risk plan.
* Undertake daily, weekly and monthly tasks as scheduled by the Service Desk Manager. Refer to
Service Desk Tasks document.
Role Related Skills
* Microsoft Operating Systems, Windows, Vista, 7 and 10.
* Support MS office 365
* Network Technology LAN/WAN/Firewalls
* Set up, maintain and restore back up (HP Veeam and Backup Exec 2010)
* Xenapp and XenDesktop
* Citrix AppCentre Management
* Mimecast administration
* Exchange and AD administration
* PC, laptop, mobile phone, tablet and printer set up, configuration and troubleshooting
* Share point 2010 administration and troubleshooting
* CISCO phone set up and troubleshooting using Cisco Unified Communication Manager