Specialist Support Officer
2 weeks ago
The support is delivered both as walk-in support and on-site support upon demand, and supporters work with all assigned tasks respectively. The support is highly based on collaboration and participating in coordination and stand-ups is an obligatory part of ensuring high quality towards end-users. We work in a global environment, where tickets are handling in a global setup and there is close collaboration with ServiceDesk and other on-site support-teams across the globe.
Perform the On-Site IT services and support (walk-in and on-site support)
# Support the local IT infrastructure
# Provide user training and on-boarding
# Support meeting rooms and AV equipment
# Support end-user equipment as per client’s standards
# Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
# Perform visits to remote/ dispatched sites when applicable
# Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries
# Maintaining inventory of equipment
# Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs
# Standard : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.
# Fluent in oral and written English.
# Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)
# Experience with ITSM tools like ServiceNow and ticket handling
# Experience with KCS is an asset
# Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)
# Experience working in an international environment is an asset
# Previous experience working in a 24/7 organization & willingness to travel on regular basis
# Knowledge of agile working method and maybe experience with KANBAN board metho
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