Level 2 Deskside support technician H/F

Missions

Job Purpose and Requirements

Manage all incoming IT production issues and requests :

o Create tickets if not already created

o Answer and resolve : how to questions; Issues related to workplace services (desktop / laptop / VDI / printer,..)

o 1st level of troubleshoot for any other incoming request and issue : Resolve or assign ticket to the relevant 3rd level resolver groups.

• Work in conjunction with the Senior Support groups
• Involve Major Incident Management Team when suspecting a severe issue
• Effectively & efficiently manage team’s queues accordingly to ticket priorities and ensure timely resolutions
• Install, diagnose, maintain and upgrade all organizational hardware and equipment ensuring optimal performance and user experience
• When necessary, liaise with third-party support and PC equipment vendors.
• Manage stock level and inventory of IT equipment
• Complete daily / weekly tasks as required
• Fully document fixes to capture knowledge and contribute in Knowledge management
• Ability to interpret technical information and present it in simple terms for a less technically aware audience
• Identify improvement opportunities for procedures and for IT Services

Localisation du poste

Zone géographique

Europe, Suisse, Vaud, Lausanne

Ville

Chemin de Bérée 38 1010 Lausanne

Critères candidat

Niveau d'études minimum

Bachelor

Formation / Spécialisation

Excellent knowledge of PCs, desktop hardware and their internal components.

Niveau d'expérience minimum

0 - 2 ans

Expérience

At least 2 years of IT support experience.

Compétences recherchées

Required Skill set

• Strong customer service orientation.
• Good knowledge of ITIL processes.
• Sound demonstrated knowledge of Service Desk and Deskside procedures and processes.
• Proven analytical and problem-solving abilities.
• Excellent communication (Written & Verbal) in French and English & Interpersonal skills.
• Ability to prioritise workload to best meet customer requirements.
• Excellent knowledge of PCs, desktop hardware and their internal components.
• Broad knowledge of PCs and Information Technology technologies.
• Experience of working with Remote Control tools.
• Knowledge of network configuration and protocol.
• Eagerness to resolve issues.
• Logical bend of mind.
• Ability to adapt quickly to an existing, complex environment.
• Ability to quickly learn new tools, concepts and projects is necessary.
• Self-motivated, independent, detail oriented, responsible team-player and exhibit exceptional relationship skills.
• Flexible to work in on duty Shifts (24 x 7).

Outils informatiques

Strong Knowledge of Windows, MS office, Outlook, Active Directory, Citrix and VDI.

Langues

French , English