Overview
For one of the leading companies in nuclear medicine, I am looking for a candidate with experience at the IT helpdesk solving L1 and L2 issues for professional and effective support to end-users via telephone, email, or remote access. The person should be able to work on complex cases independently, as he/she will often be the only agent available to help end-users.
Do you speak English and also French? Are you tech-savvy and enjoy technical support? There is an opportunity to grow for you in a friendly international environment!
Job description
Providing Tier 1 and Tier 2 technical support , installation, and configuration services through inbound phone and ServiceNow tickets on various technologies which include desktop systems, software, workstations, telecommunication, and network connectivity. May receive escalations from other Service Desk analysts in areas of personal expertise.
Independently identifying, troubleshooting, documenting, and resolving issues, collaborating, and escalating complex problems according to escalation procedures, including appropriately identifying the level of urgency.
Participating in request fulfillment in areas including software installation, building and installing new / replacement workstations, setup of user accounts and profiles, and performing password resets.
Representing the Service Desk with technical teams and on projects, providing support requirements, creating support plans, and ensuring knowledge transfer to peers in the global Service Desk.
Alerting management and technology owners to recurring problems and patterns of problems.
Maintaining accurate and timely updates to tickets; use and contribute knowledge to an internal knowledge base, documenting procedures for installation and troubleshooting.
Requirements
Fluency in English and French
2-3 years of relevant technical support experience
Proven knowledge and experience of Active Directory : Account management (create/disable account, password reset, add/remove the computer from the domain, security groups)
Proven Knowledge of Microsoft Office both client and hosted ( Office 365 ), including installation and configuration of systems
Strong knowledge of Microsoft operating systems such as Windows 10
Understanding of corporate IT infrastructure such as network devices, servers, printers, and workstations and how they interact with each other
Proven experience installing software/applications
Familiarity with SCCM and VPN
Proven track record of working knowledge of imaging, installing, configuring, and troubleshooting computers in a managed Windows network environment
Proven track record in deskside support including computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, smartphones, etc.
We offer
25 days of vacation + 5 sick days per year
Annual bonus
Cafeteria
Flexible start and end of working hours
Home office possibility
Meal card
Multisport card
Contributions to pension
Employee referral bonus program
Contributions to ACCA/CIMA/ICU qualification
Financial support for upskilling qualification
Contributions to accident and life insurance
Company events and activities (social events, volunteering, teambuilding)
Coffee, a variety of tea, fruit, and vegetables daily at the workplace
Tagged as: english
