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Senior Technical Support Specialist
beBeeDesktopMadrid, Comunidad de Madrid, EspañaHace 21 días
Descripción del trabajoMinimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2. Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10. Excellent support experience with mobile devices, e.g., tablets and smartphones running iOS and Android OS. Working knowledge of current and legacy hardware platforms. Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support. Good Knowledge of TCP / IP and Network configuration at a Desktop OS level. Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities. Previous experience in the creation of technical support documentation. Enterprise support of Microsoft Office 365, desktop, and Admin. Knowledge of Service Management processes, e.g., ITIL. Previous experience working in a managed service environment, working to a defined scope and with strict SLAs. Exposure to Infrastructure technologies – Server, Networks, etc. Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP, or MCSE qualified), and related Office applications. Basic knowledge of LAN / WAN, TCP / IP Protocol, Citrix, routers, and switches. Basic experience in the Support / administration of Windows servers. Basic experience with Windows Server and associated architecture / services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS). Installation, configuration, and troubleshooting of hardware and software. Opportunity to work as part of a dynamic team providing global IT services.
Job Overview
A global IT provider is seeking a Desktop Support Engineer to provide 2nd Line onsite desktop and application support services to end users.
Responsibilities
- Provide 2nd Line onsite desktop and application support services to end users.
- Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices. Repair hardware and peripheral faults in conjunction with warranty providers.
- Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs.
- Operate cohesively with the service desk team to maintain service levels.
- All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
- Escalate all critical and high-priority incidents to line and senior management.
- Report recurring incidents to problem analyst teams and line management.
- Proactively contribute to service improvement initiatives.
- Provide technical expertise and assistance on project assignments.
Requirements
Skills and Qualifications
Benefits
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Technical Support Specialist • Madrid, Comunidad de Madrid, España
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