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———————-End User Support Technician———————-
MISSION OVERVIEW :
- Provide on-site technical assistance to computer users.
- Install, upgrade and troubleshoot hardware/software for PC/laptops/tablets/Mobile devices, printers, …
- Answer questions or troubleshoot problems for clients in person or remotely via telephone or PC tools.
Typical tasks :
- Provides investigation and diagnosis on incident
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with client regarding incident progress
- Performs staging of PCs
- Performs IMAC (Install, Move, Add and Change)
- Assist on mobile/IP phone implementation and incident solving
- Conducts hardware and software maintenance and support
- Troubleshoots and resolves PC incidents and/or VIP requests
- Coordinates with the company general Service Desk for hardware repair
- Assists on IT security issues and virus elimination
- Assists Server Team (create user, manage backup, apply patch, …) based on documentation
- Creates/maintains local documentation
- Local network support (patching, wifi hotspot,…)
SKILLS :
- Windows 7/10, software, applications and patches
- Repair and troubleshoot computer hardware and peripherals : Motherboards, Memory, Internal or USB Hard Disk, Video cards, LAN cards, etc …
- Firewall & Antivirus : software and tools to eliminate viruses, spyware and other malware
- Fixing and configuring TCP/IP, IP addressing, DNS, DHCP
- Printers : Inkjet, Laserjet, MFP, scanners
SOFT SKILLS :
- Autonomous and resourceful
- Sense of service
- Understand and handle customer’s concerns effectively
- Works with precision and quality minded
- Good verbal and written communication skills
- Like facing unexpected problems and situations
LANGUAGES :
- For Zurich : local support delivered in German/English, Italian knowledge is a plus
- Tickets and administrative reports to be documented in English
EXPERIENCE :
The candidate must have 3+ years of experience in PC support :
- On-site user support
- Windows 7 / Windows 10 install, upgrade and troubleshooting
- Run diagnostic analysis tools
- Assemble and repair PC/components
- Mobile devices configuration
- Train users for using new hardware and software
Experience and knowledge in the below areas is an asset :
- Windows Server 2003-2008
- Wireless networks
- Ticketing tool Service Now or equivalent
EDUCATION AND CERTIFICATIONS :
- Bachelor Degree in ICT or technical discipline or the equivalent combination of education, technical training or work experience
- Microsoft Certified Professional (MCP) certification is a plus
WORK CONDITIONS :
- Project duration : Long term
- Time schedule : Monday to Friday (outside of bank holidays) 7:00 to 18:00 (including 1 hour lunch break) in 2 shift (7:00/16:00 – 9:00/18:00)
- Main location : Zurich
- Travel/move : Some secondary locations have to be serviced in other areas of Zurich (estimated frequency 1 day/week)
CONTRACTUAL FEATURES
Start date of mission : 15th of June 2019
Type of employment contract : Long term
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