Project Overview

 

We are looking for someone to provide remote or onsite diagnosis or guidance to internal or external clients with technical issues and IMAC service on large user groups within EMEA region. Therefore, his mission will focus on user support and troubleshoots ICT problems and issues, with his primary objective to enable users to maximize their productivity through efficient and secure use of ICT equipment or software applications.

 

What you can expect & what we want you to do

•    Being responsible for second level support activities and solving incidents
•    Providing with high responsiveness and accuracy a solution for a specific problem
•    Respecting of defined SLA
•    Advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology 
•    IMAC service on large user groups 
•    User Management, new hire system setups, end user training when necessary 
•    Analyzes basic business needs and recommends ways to optimize PC hardware resources in achieving business objectives 
•    Provide essential online security advice and support 
•    Client Operating system management
•    Patch Distribution, Software and OS Updates on client laptops 
•    Progression of larger scope EUC initiatives / programmes (eg Win7 to Win10 migration, Office365 implementation)
•    Client Operating system management
•    Patch Distribution, Software and OS Updates on client laptops 
•    Progression of larger scope EUC initiatives / programmes (eg Win7 to Win10 migration, Office365 implementation) 
•    Support of implementation and operation of AudioVisual systems within offices 
•    Categorize and record reported queries and provide solutions
•    Maintain IT equipment storage rooms, computer rooms and working areas in a clean, tidy, organized, safe and professional manner 
•    Monitors computer systems and network services
•    Hardware and Software problem management  
•    Support problem identification
•    Escalate, if needed, unresolved problems to a higher level of support
•    Client Operating system management

 

What you are good at & what you’ll need to win 

•    Bachelor's degree in Computer Science could be an advantage or equivalent combination of education and work experience  
•    Required experience of a minimum of 3-5 years similar industry 
•    Advanced ability providing quality service and advanced customer service techniques to customers and manage their business needs
•    Advanced troubleshooting skills and debugging 
•    Advanced understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
•    Advanced knowledge of processes and resources required to perform analytical and technical tasks on EUC computer systems, with knowledge of Network/Server/Cloud based systems and IT security
•    Ability to physically perform general office requirements. (eg lifting, moving equipment, installing equipment into Racks, work on cabling under desks/into floor boxes) 
•    Must be able to perform essential responsibilities with / without reasonable accommodations
•    Good knowledge of Microsoft Windows OSproblem debugging, configuring and installing 
•    Good knowledge of Microsoft Office Suite and Office 365 - operating, problem debugging, configuring and platform management 
•    Good knowledge of Microsoft Active Directory Users and Computers - operating 
•    Good knowledge of Microsoft Exchange - mailbox, resources and groups management
•    Automated software and OS deployment - image capturing, creation and maintaining  
•    Basic knowledge of Linux and Mac OS - configuring, installing and problem debugging 
•    Good knowledge of Android and IOS - mailbox configuration, apps configuration, etc  
•    Good communication skills  
•    Being a team player, flexible  
•    ITIL foundation certification would be nice to have
•    Good knowledge SCCM 2012 R2 - functionalities, installation, deployment and software package creation would be nice to have
•    Good knowledge of Microsoft Server platforms 2012 Rwould be nice to have
•    Domain Policies configuration, creation and implementation are nice to have
•    Power Shell Scripting would be also nice to have
•    Good user and client management skills is nice to have

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