Site Services Support Technician

**Job Title**

Site Services Support Technician - F/H
**Job Description Summary**

**Position Title**:Site Services Support Technician**

**Reports To**:Territory Manager - EMEA West**

**Location**:Paris - France***

**Role Purpose**:
The Site Services Support Technician will be a member of the European Site Services Team (EMEA-West Region) and thus will be responsible for ongoing 1st and 2nd Line support of Local Office Systems. Further escalation should be addressed to the 3rd line Teams or relevant Parties.

Responsibilities will include desk side / 2nd line support, ownership and solution-driving for incidents and requests escalated from the Global IT Service Desk (GSD), Office move support, documentation requirements, etc... This may require travel to other offices in France or Europe in support of the IT infrastructure or on Project related work requirements from time to time. As a member of the European Site Services Team (EMEA-West Region), responsibilities are not limited to the main location in Paris but do include the whole EMEA-West Teams region.

The Site Services Support Technician should also proactively engage with the business on Technology matters, including hosting workshop sessions to highlight technology offerings.

**Site Service Technician Scope**:

- Audio Visual equipment within the office space
- Web Conferencing setup and monitoring for VIP executives
- PC break fix support for the business within market
- Facilitation of onboarding and off-boarding
- Telephony break/fix support
- Mobile phone configuration support
- Mobile device support (IOS & Android)
- Training end users on new technology and assisting with deployment
- Manage data closet technology to agreed global standards
- Assist remote support staff when additional resources are required
- Maintain established service level agreements to meet customer expectations and quality standards
- Additional desktop services activities defined as service improvement actions
- VIP support (EMEA-West region)

**ACCOUNTABILITIES**

**Daily work routines**
- Conference room technology health checks
- Local office status reports
- Perform coverage walk-arounds within an office or market
- VIP and Exec Assistant check-in’s inclusive of White Glove Service for all EMEA-West region countries

**Incident Management**
- Resolving and documenting incidents in a timely manner to meet the defined Service Level Targets.
- Create accurate and clear resolution documentation within the incident or request tickets
- Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
- Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures
- Perform support functions to include setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required
- Ensure onboarding, off-boarding, and asset management processes are followed
- Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC)

**Problem Management**
- Assist with trend and root cause analysis
- Identify and communicate problem trends found as part of incident resolution

**Technology Enablement**
- Conduct information sessions aimed to promote end user adoption of technology products and services
- Educate clients on problem resolutions to minimize repeat requests and provide timely follow-up

**Project Work**
- Participate in, or provide feedback to project testing stages
- Support projects as required for supported sites

**Qualifications**:

- Adequate command of written/verbal English
- ITIL Foundation Level certification or demonstrate knowledge of processes
- Microsoft Certified (e.g. MCDST) or similar Industry related technical certification is a plus

**Knowledge & Experience**:

- Minimum of 3 years IT infrastructure support experience, both general desk side support and supporting custom solutions in a large corporate environment
- Knowledge of IT processes, general controls, and project management and system development life cycles
- Excellent customer service skills
- Strong interpersonal skills required to interact with end user clients and team members across the organization
- Good organization skills to balance and prioritize work
- Ability to work independently and as part of a team
- Proficient with Windows OS
- Proficient with MS Office Suite (O365)
- Knowledge of enterprise ticketing system
- Working knowledge with Active Directory, Azure AD and Intune
- Experience with remote support tools such as LogMeIn, Teamviewer

**Skills & Personal Qualities**:
**Strong Analytical thinking** to identify the real cause of technical problems and the most appropriate solution

**Technical Expertise** in the relevant IT areas to ensure the production of efficient and reliable