Your Responsibilities
· Provide 2nd level IT support to end users
· Use basic analysis techniques to troubleshoot and resolve incidents as well as assisting 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