Level 2 Desktop Support Engineer

il y a 6 jours

Paris, France Allied Worldwide Limited Temps plein

Established in 1992, Allied Worldwide Ltd is a leader in global outsourcing to a number of blue chip clients. With a presence across 5 continents, we employ more than 400 IT Professionals who provide local support onsite, and remote support via the global helpdesk.

As a fast-growing and dynamic Technology Outsourcing firm, we strive to constantly identify, attract, and secure the best skills, and most talented people available in the Technology industry.

**Key responsibilities**:

- Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
- Repair hardware and peripheral faults in conjunction with warranty providers
- Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
- Operate cohesively with the service desk team to maintain service levels
- All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
- Escalate all critical and high priority incidents to line and senior management
- Report recurring incidents to problem analyst teams and line management
- Proactively contribute to service improvement initiatives
- Provide technical expertise and assistance on project assignments

**Technical skills required**:
**ESSENTIAL**
- Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
- Excellent all round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
- Excellent support experience with mobile devices e.g. tablets and smartphones running iOS and Android OS
- Working knowledge of current and legacy hardware platforms
- Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support.
- Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
- Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
- Previous experience in the creation of technical support documentation

**Experience & Qualifications**:

- Minimum 3-5 years’ experience in 1st and 2nd Line Support, at least 3+ years at 2nd Line

**Job Types**: Full-time, Contract

**Salary**: 1,622.00€ - 4,000.00€ per month

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