Support Engineer (Windows 10, ITIL, Microsoft Office Suite, O365, Citr
Posted on Nov 23, 2019 by Octopus Computer Associates
Support Engineer (Windows 10, ITIL, Microsoft Office Suite, O365, Citrix, VMVare) - Bagnolet (Paris IDF), France - French and English speaking
(Support Consultant, Support Engineer, First Line Support, 1st Line Support, Second Line Support, 2nd Line Support, Niveau 1, Niveau 2)
One of our Blue Chip Clients is urgently looking for a Support Engineer (1st/2nd Line)
Please find some details below:
Language: FR + EN
Seniority: minimum 2 years' experience - by preference 5 years.
o Participate in the 1st and 2nd level support service.
SPOC, communicate with users (verbally and written) in English - French.
Log, categorize, prioritize, diagnose, troubleshoot and resolve incidents whenever possible.
Utilize Remote Desktop Takeover to improve remote diagnose.
Follow-up end-to-end progress of all incidents, requests and standard changes.
Escalate to 3rd line/Supplier when required.
Execute Asset Management update tasks following incident resolutions and change implementation.
Follows established processes and procedures.
Propose, write and improve Knowledge Base articles
Install, connect, configure, maintain, manage & administer, move and/or decommission as needed all workplace related infrastructure
Reinforce the On-Site team in case of exceptional workload.
Additionally, the profile could be also asked to perform following tasks:
Operational management of the ICT workplace environment:
o Debugging and analysing of reported incidents and escalated issues.
o Direct intervention on end user equipment (workstations).
o Preparation and test of new reference configurations for any supported hardware, integration & testing of new software versions, service packs, configuration changes.
On-site installation/migration/repair missions in delegations.
Operate in accordance with the defined ITIL processes and procedures (incident, change, problem, etc)
Tech & Func Skills
ITIL v3 Foundation Certification
Excellent written and verbal communication skills
Excellent teamwork and collaboration skills
Results oriented, energetic and self-motivated
Investigate end user issues and provide resolution following standard incident management processes
Proven ability to support an adaptive infrastructure and workplace environment
End User Services consisting of:
Experience with Windows 10
Experience with Microsoft Office Suite, O365 Internet environment (browsers, PC's basic networking).
Enterprise environment consisting of:
Knowledge of Windows 2003, 2008, 2012 Server and Active Directory
Knowledge of virtualisation technologies such as Citrix and VMware
Knowledge of storage and back-up/recovery practices and procedures.
Connectivity - LAN - WAN - MPLS - SDWAN Knowledge of CISCO Switching Routing
Other responsibilities include:
Regular reporting to the Manager Helpdesk
Gain familiarity with current data center infrastructure
Support other technical teams and participate in project implementation when necessary
Interpersonal & Soft Skills
Customer Relationship - able to establish quick working relationship/empathy with customers
Excellent communication skills - listening, ability to communicate clearly with customers, colleagues and management
Problem solving - understands and resolves basic problems
Drive and determination
Team working - Team player
Sense of urgency
Has a flexible approach and works well under pressure
Understanding of Business Continuity Processes Optimism and enthusiasm
Fluent (C1/C2) in either English and French.
Knowledge of Dutch is a plus.
Ability to write technical notes in English.
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.