Your mission is to provide IT support services to ensure the defined service level commitments.
This means to give quality support to end users concerning hardware, software, applications, network permissions, user management etc. in a Microsoft environment. Beside tasks like installation of hardware, provide advice to users and handle ticket requests managed in a ticket system.
Roles and responsabilities:
The IT Support Technician must possess the ability to support a diverse population of users remotely and on site.
Take ownership of user problems and be pro-active by troubleshooting user issuesAssist end users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelinesUnderstand and reproduce reported issuesDocuments issues and associated resolutions in a ticketing system and escalates to a second/third level resources if necessaryLead and participate in project work as assignedWork with vendor support contactsCollaborate with other IT departments/staff as needed to determine and resolve IT related issuesNetwork printer installation/configurationManage work and requests through internal ticketing systemCollaborates with national and international A.RAYMOND Network
Preferred two years experience in onsite and remote support
Advanced software and hardware knowledge
Required Skills :
Demonstrated expertise in the use of, configuring, and support of Windows client operating systems
(7 and 10), standard desktop applications (i.e. Office, Internet Explorer), Active Directory, Exchange/Outlook, Skype for Business, Secure ID, TCP/IP.Good technical knowledge relating to PCs, notebooks, printer, peripheral devicesExcellent interpersonal and customer service delivery skills
Ability to analyze problems, assess risks/benefits and develop creativeExcellent organizational, time-management, verbal and written communication skillsTeam player and willingness to acquire new knowledge
Fluent English and German a plus