Description:
Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.
Key Responsibilities
- Deploy patches on all machines (excluding servers) in collaboration with client;
- Validate and implement updates of business applications on the current master image based on Windows 10;
- Validate the master on all new machines in case of acquisition of new model of machines;
- Support and document IOS issues (iPhone / iPad);
- Identify and document tasks that can be handled by L1 and L2 - shift left;
- Perform first diagnosis of network issues and qualify them - escalate them to the appropriate support group / network provider;
- Perform tests to validate changes of infrastructure in collaboration with client providers;
- Cover the 3rd level support of the system architecture - which means: Solve issues, usually complex, for which an expertise is required and find sustainable solutions to resolve recurring issues - Incident avoidance;
- Each change should be tested and documented according to client instructions / procedures;
- Help the 1st and 2nd level support to resolve non resolved support requests;
- Maintain post master scripts (VBS. DOS. PowerShell) for the installation of new applications and updates (average 2 per month);
- Test and adapt the master scripts for the installation on the new machines. On average 2 new models per annum;
- Take part in maintenance operations of the computer equipment with the support team;
- Create and maintain scripts to automate the installation of applications.
Job Requirements
Requirements
- Expertise in office 365 tools;
- Expertise of Windows 10 & 11;
- Expertise of DOS and VBS;
- Knowledge of PowerShell;
- Knowledge of IOS - iPhone / iPad;
- MS certified preferable;
- Successful experiences of a transition phase, trained on ITIL V3 and ideally ITIL certified;
- Working knowledge of project management - certification is preferable;
- Knowledge on backup / restore tool is required;
- Advanced knowledge of virtualization;
- E-mail systems;
- Microsoft Sharepoint;
- Advanced knowledge of networking and telecommunications;
- Expertise with Microsoft Active Directory, user profiles, security groups and permissions for MS Windows;
- Telephony (traditional, IP, Mobile);
- Connectivity's technologies (ADSL, UMTS, ISDN, WiFi).
Behavioral skills required:
- Excellent customer-facing skills and interpersonal skills;
- Independent and pro-active thinking;
- Relationship builder both within the team and across the whole office;
- Personal resilience and able to complete projects in some tight timescales;
- Good time management and prioritization practices.