1st Line Support Agent

Do you have 3+ years of IT Support Experience? We are looking for a support agent for an international client. Apply now to speak with the team!

Requirements:

• At least 3 year(s) of IT Support experience (traineeships count as experience)

• Excellent knowledge of overall IT Landscape

• Good knowledge of Microsoft Office applications.

• Good expertise on operating system environments (Microsoft OS; Internet browsing, Linux and MAC OSX).

• Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)

• Good expertise on Mobile Device management (Apple and Android).

• Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.

• Experience in facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.

• Experience in deploying/imaging desktops and laptops and performing hardware diagnostics.

• Demonstrated ability to prioritise the incident and request.

• Demonstrated knowledge of Analysis Tools/Commands.

• Experience with ticketing systems (HP Service Center or other Ticketing systems).

• Other skills: Excellent customer service, problem solving, analytical, time management, solution oriented, independent worker, team player, stress resistant, strong communication, able to work in a multicultural environment, Punctual, meticulous and reliable.

• Clean criminal report is a must.

• Comfortable working in an international and multicultural working environment.

• Plus points: Knowledge of/or experience in ITIL environment

• Languages: English (fluent), other EU Language(s) are a plus

Job description:

• Provide user friendly, on-hand support to the users in multiple locations.

• Able to quickly assimilate complex procedures and information and work in autonomy

• Able to manage complex and stressful situations that require rapid and effective resolution of incidents.

• Perform analysis, diagnosis and resolution of desktop/Laptop, Printer, Mobile device, Copier and LAN and other miscellaneous hardware equipment problems for end users within Service Level Agreement guidelines.

• Inform customers on the status of their Incidents/requests and ensure customer satisfaction.

• Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets.

• Handle face-to-face requests for technical assistance from the final users.

• Provide special events' support to the users' community.

• Take part in one-on-one information sessions with the users at a proximity location or a specific location (eg genius bar).

• Provide VIP support to executives and high level visitors.

• Provides timely resolution of end user problem in accurate manner