About our client:
Multinational Company present in several countries, leading provider of IT products and services for the global marketplace including hardware, software, networking, business solutions, and more.
Job description:
For our prestigious client we are looking for a: Product Support Engineer ( Level 2 ) IT Service Desk , to provide a second line of IT technical support and to coach service desk 1st line team for technical proficiency, participating in every aspect of service delivering, your missions revolve around the following :
- Provide 2nd line support, and conduct quality assurance ;
- Review and act upon daily reports ;
- Manage 2nd line stack and user admin team and uphold desk rules and procedures ;
- Manage joiners and leavers, provide training, install and configure tools used by the service desk ;
- Manage and request agents rights for the different required helpdesk’s tools and resources ;
- Maintain and manage Knowledge Base and SharePoint and provide product training ;
- Remote control tool assistance provide desk with needed Work instructions and First Checks ;
- Actively participate and assume responsibilities on the Sense and Respond and Lean process ;
- Manage technical change and shift to the left projects ;
- To liaise with peers to develop team dynamics.
Desired profile:
Professional Qualifications:
Engineering degree in Computer Engineering or equivalent;
ITIL certification (IT service management) or equivalent is is desirable;
English fluency;
Knowledge, Skills:
- Knowledge and experience on Desktop technical support;
- Solid knowledge on Microsoft Office;
- Solid IT knowledge (client, server, Active Directory, networking);
- Significant knowledge of IT Infrastructure components (Exchange, Domain Controllers, File and Print Servers, networking);
- knowledge of Smartphones systems (Windows Mobile and Blackberry);
- Significant competency in building and sustaining relationships at various levels;
- Training and coaching skills.
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Personal Attributes:
Planner, organiser, Enthusiastic and passionate about the role.
If your profile matches the announcement please send your resume to : sosoffshoringgmail [dot] com
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