Support Specialist - L2

For one of our prestigious client, an international company based in Yverdon, we are looking for a:

Job Summary

The full-time HelpDesk Technician is responsible for providing 2nd line on-site and remote IT Support services

Principal Responsibilities: (Essential Functions)

Full-time on-site Support Services:

• Laptop imaging and user setup
  • Perform end-to-end image and setup of laptops and other computer equipment, including loading and setup of user-required hardware, software, keyboard, language, inventory update, etc.
    This includes user accounts creation in AD, configuration of Office 365, phone configuration including ext. on Cisco CUCM, Jabber with soft phone/mobile, WebEx, OKTA, installation of desktop equipment
  • Define imaging and new user configuration best practices for the site excluding image engineering services (i.e. building and improvement of images).
  • Assist with installation of MaaS360 client on mobile devices, any email/calendar management applications, WebEx, Concur and other productivity tools
• New Hire onboarding, training and support
  • Create and update training materials.
  • Provide onboarding training to all New Hires (IT orientation training).
  • Provide all supported end users with training and reasonable supporting documentation to meet the minimum training criteria as reasonably agreed by the parties.
  • Conduct refresher trainings on Client specific applications (remotely and face-to-face).
• Provide full user support and desk-side services, including routine change requests
  This includes troubleshooting of issues with employed technologies, including Windows, Microsoft office pack (Outlook, Excel, PowerPoint, etc.)
• Recommend procedures and control for problem prevention and continual service improvement
• Define and document support and troubleshooting best practices for the site
  • Build and document end-to-end processes.
• Organize and manage events as well as provide IT support for event attendees
• Assist with usage of AV equipment (Cisco Spark, Cisco WebEx, Solstice)
• Provide remote L2 support for other countries in Europe (via phone and e-mail channels) as bandwidth allows
• Travel occasionally to Client’s offices across Europe and any Client’s events as needed.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

 

Full-time on-site Break/Fix Services:

• Smart hands for Switch, ISR, WAP, Server down requiring hands onsite work with company’s central IT/Network teams.
• Define, document and perform monitoring and first level end-user Hardware troubleshooting best practices for the site
• Keyboard swaps and upgrades
• Laptop, Desktop, connectivity issues
• Phone System or Phone Device issues
• Video Codec issues

 

 

Job Requirements

Experience

• 3-4 years of experience with computer technologies and networking or equivalent combination of education and experience

• • Laptop imaging and user setup
  • Windows diagnostic tools and CMD
  • Network connectivity diagnostics
  • Active Directory
  • Microsoft Office/Office 365
  • Outlook
  • Shared network drives
  • Group policies and GP updates
  • Video conferencing
  • WebEx
  • Pulse Secure VPN Client and Cisco Telephony
  • Wireless access issues
  • OneDrive
  • Restore procedure
  • Jabber account setup
  • OKTA
  • Sharepoint

• 1-2 Experience with providing on-site support as well as remote Helpdesk support

• Experience with setting up processes and continual service improvement
• Training experience
• Asset and Inventory management experience
• Hardware break/fix experience

 

Skills

• Active Directory administration
• Microsoft Products, CRM, Intel, Windows and Internet applications skills
• Excellent oral and written communication as well as presentation skills
• Advanced organization, prioritization and time management skills
• Analytical and problem solving skills
• Experience in working independently ensuring end-to-end quality in assigned tasks
• A demonstrated capability to handle multiple priorities in fast-paced environments
• A demonstrated commitment to high professional respect and ethical standards
• Curious and dynamic personality with initiative and follow-through
• Strong interpersonal skills
• Fluent in English