1. RESPONSABILITIES:

• Provide technical assistance to end users for Avaya, Citrix and printer related technologies.
• Providing second line technical support for more complex incidents received from the 1st line incident handlers, in respect of clients/ services supported;
• Taking hot calls from 1st line incident handlers when advanced troubleshooting is required;
• Apply business and technical knowledge to meet resolution targets;
• Prepare training materials, scripts and organize/hold training process for new agents;
• Providing support and training for first line analysts;
• Acting as first point of escalation for the service desk in respect of technical support;
• Participate in technically demanding KG/ KT sessions on the Desk;
• Active Directory Management – Computer, User, Groups, ACL;
• Exchange Management Console – Mailboxes, DLs
• Network connectivity troubleshooting;
• VPN Connectivity Troubleshooting;
• Remote Access User Management and Troubleshooting;
• Laptop/ Desktop Performance issues troubleshooting;

2. REQUIREMENTS:

• Excellent English language skills both verbal and written;
• Technical skills (core):
• Good knowledge and experience on the main Microsoft products and technologies:

• Internet Explorer: configuration & parameters
• Outlook/Exchange Server
• MS Office Suites

• Strong Avaya, Citrix and Printer / print server related knowledge.
• Good knowledge and skills on security aspects and tools (Fire-Wall, Anti-Virus)

• Good skills and experience on diagnostic methods for troubleshooting efficiency

• ITIL framework awareness, ITIL certification is a strong advantage.

3. WORK SHIFTS PATTERN: 24/7

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