L2 Support Analyst with French + German

  • Full Time
  • Warsaw

Website Collabera

Job Description
Roles and Responsibilities:

General Description

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.
Involves managing team over 10 desk side agents

Responsibilities:

  • Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
  • Works with vendor support contacts to resolve technical problems
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Environment knowledge (desktop & server).
  • Have some level of technical understanding of the products building up a desktop service.
  • Experience from the desktop environment.
  • Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
  • Provide weekly reports
  • Implement best practices
  • Be the single point of contact with customer

Technical Requirements

  • Managing a minimum of 10 members on service desk or desk side
  • ITIL V3 certified
  • Exposure on managing remote sites
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows and Novell Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Apple Ipad Device support
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills:

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills [B2 LEVEL]
  • Should have a great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
  • Willing to work on rotating 24X7X365 shifts – No travel

Certification requirements

  • Preferred MCP/MSCE/MSCA or HDI CSS
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Location City:
Warsaw
Location Country:
Poland
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