Senior IT Technical Support Analyst with EU Language

This role is part of a European End User Services team working to provide technical solutions, analyzing technology use cases & relevant Projects. Providing Level 2 support to Business Teams. Ensuring that SLAs are maintained and continually improved. Ensuring problems with day-to-day delivery of services are minimized.   The role requires collaboration as a key player with Technology & Business Teams.

What’s Involved:

• Working as part of the European IT team to contribute to the delivery of the appropriate infrastructure solutions for End User Technologies.
• Resolves a wide variety of issues that Business Operations experience with Technology Services, by leveraging collaboration IT Team knowledge and methods and involving management.
• Works with Global Team on Mobile Device Management strategy, alignment & Deployment.
• Assessment, analysis, testing and deployment planning of End User Technologies Projects including Digital Signage, Credit Card Reader Solution.
• Level 2 Operational support of the Technology services to ensure service levels are maintained.
• Provide world class user services, implementing a pleasant and easy user experience through clear communication and effective problem resolution.

• Fluency in a main EU language – French , Spanish, Italian or German and proficiency in English
• 5 years’ experience as a Technical Analyst within an International Enterprise IT infrastructure support / service delivery environment
• Proven root cause analysis and trouble shooting ability in large scale international organisation
• Experience in supporting telecoms, networks and hardware deployments using VDI and WIN 7 / 10 operating systems
• Applications Support including MS SharePoint, OneDrive, Teams,
• Using Active Directory to troubleshoot and resolve issues
• Working with desktop security products and knowledge of Bit-Locker & McAfee security systems
• Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system
• Good working knowledge of TCP/IP networking protocols, SDWAN & Meraki Technology, IP Telephony
• Has a solid understanding of application, information, infrastructure and integration technologies, and of best practices in design patterns, software development and service management