Responsibilities
* Provide 2nd level IT support to end users
* Use basic analysis techniques to troubleshoot and resolve incidents as well as assist in performing root cause analysis on problems
* Use remote control software and provide onsite and remote support
* Conduct regular interaction with IT users using basic customer service skills and communication skills
* Work collaboratively with project team members and other support functions on activities related to IT
* Liaise with partners and vendors on IT related user support
* Conform with ITIL processes and ensuring that all incidents are addressed efficiently and proper system logging is maintained
* Perform basic incident and problem analysis as required to resolve incidents and requests
* Perform hardware and software change requests as assigned
* Attend end user meetings as requested to provide local support to users
* Work with IT and global support teams to act as a local IT resource as required to ensure regional infrastructure is maintained at a high service availability level
* Install and maintain local infrastructure as required
Your profile
* Preferably a degree in Computer Sciences or Informatics
* At least 2 years of IT experience in a technical customer support role
* Solid familiarity with desktop applications, including MS O365, Windows 11, Mobile Phone Support (Android & iOS), Remote Software (Bomgar), local client configurations (MS Intune, SAP GUI), VPN, remote/wireless access connectivity configuration and maintenance, Incident Management tools (preferably Service Now)
* Strong customer focus, service and problem solving skills
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