Desk Side Support Engineer

Key responsibilities :

1. - Incident Management : Provides second level support to end-users (Clients), for PC hardware, mobile hardware (phones, tablets) and standard software related incidents : incident follow-up, problem resolution

? Make sure that all the incidents and related support activities are logged into the Company system 

? Provide feedback, activity reporting and statistics on a regular basis

? Ensure professional follow-up of incident assigned to them in accordance with the service levels linked to the incident priority

? Analyze and troubleshoot customer hardware and software problems

? Perform root cause analysis of equipment problems and provide effective diagnosis

? Respond to customer requests via phone and e-mail in a timely and accurate manner

? Escalate complex issues to appropriate teams for resolutions

1. - Service Request Management : Execute the task assigned to them by the Service Request system in order to provide the service requested by our Clients

? Ensure professional follow-up of Service Request assigned to them in accordance with the service level

? Address customer requests for installation, configuration, test, maintenance of hardware and software components

Performs hardware installation and test of new equipment and software products :

? Installation of purchased PC hardware

? Move, add and change of existing hardware configurations;

? Installation of Company products / Hardware in accordance with pre-defined procedures and standard;

1. - IT Operation duty :Ensures smooth and secure functioning of existing IT infrastructure systems, by performing operational and system management tasks

under the supervision of a back-office responsible (also depending on Service Level Operations made with other service providers, like Orange, Siemens SEN, etc...)

? Operational contacts with vendors / suppliers for repair and maintenance of existing hardware configurations;

? Contact with vendors for getting comerrcial offers and invoicing related to IT purchases

? Executes Back Office basics tasks (depending on Service Level Operations made with other service providers) and provide feedback to the IT Operation team / TS Client manager:

? System healtcheck, understanding of key security principle (Active directory)

1. - IT Security compliance : Maintain IT security procedure in accordance with Company guidelines and internal/external audit recommendation. Specific attention will be pay on Data Disposable process, onboarding / off boarding of Client, ...
2. - End-user training on Collaboration tools : Support the Technology Services Manager in delivering end-users exploitation and training initiatives on IT tools
3. - IT Administration (Fixed assets - Small items) :Is effectively and actively involved in Inventory management and administrative procedures of the EU Global Technology Group :

? Provide all documentation and descriptions required for raising small items purchase order.Follow-up with the IT Service Request Manager

? IT Asset management : Fulfil internal and administrative procedure to track assets movements; Tag new assets (PC - Laptops - Printers - Back-Office equiments - ...).Follow-up of IT inventories

1. - IT Knowledge : Acquires and maintains adequate IT expertise level (ITIL & ITSM) by keeping abreast of new technologies and techniques; Contribute to the Knowledge Base (KB) in proposing and contributing to KB article.