Senior IT Technical Support Analyst with EU Language
You will provide L1 and L2 support as part of a European End User Services support team. Communicating with end users within EMEA, understanding their technical issues, performing in-depth diagnostics and resolving technical problems. VDI related issues supported through email, phone and chat in a predominantly Microsoft infrastructure environment.
What’s Involved:
- Perform troubleshooting tasks for problems relating to user logins, passwords, networks and applications.
- Comprehend bespoke software configurations, knowledge bases and implementation procedures
- Ability to communicate effectively with different levels of leadership within the organisation both in writing and orally
- Provide timely updates so that progress against each individual incident can be updated as required
- Write and review high quality technical documentation
- Support, manage and maintain the configuration and installation of the desktops including patch updates and hardware replacements
- Provide call and video conferencing support
- Ensure continuous process improvement methodologies are implemented
Provide user training sessions and workshops - Set-up, configure, move and support internal hardware and software applications
- Fluency in French and proficiency in English
- 3 years’ experience as a Technical Analyst / Desktop support within an International Enterprise IT infrastructure support / service delivery environment
- Proven root cause analysis and trouble shooting ability in large scale international organisation
- Experience supporting enterprise desktop deployments Windows 7& 10 OS
- Experience supporting O365 and related office suite
- Applications support experience including – SCCM, SharePoint, OneDrive , Teams Cisco WebEx, Active Directory, Desktop security packages
- Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system
- Good working knowledge of TCP/IP networking protocols
