Offer summary

Qualifications:

Experience with Microsoft Technologies including Intune and MS Office 365., Strong understanding of ITIL concepts and Service Now., Medium to high communication and technical skills., Knowledge of hardware troubleshooting and experience in operating system support..

Key responsibilities:

Provide high-quality technical support for End User Services across multiple countries.

Act as a coordinator and team leader for Remote L2 agents globally.

Maintain ownership of user issues and ensure timely resolution.

Support the configuration and troubleshooting of company computers and related hardware.

Job description

Job Purpose
The remote Level 2 support engineer will provide high quality technical support for all End User Services in multiple countries. Act as coordinator/ team leader of other Remote L2 agents around the globe with scope to improve Remote L2 Services.

Operation Roles and Responsibilities
❖ Technologies : Microsoft Technologies (Intune, MS Office 365 products –Windows 10 & 11 OS and related tools that used )
❖ IT Tools – SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)

Advanced request/incident management
Good understanding of Client environment
Advance Service Management and reporting
Good Understanding of ITIL concept & Service Now
Ability to work independently and in a team environment.
Ability to communicate well with internal and external contacts.
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
Ability to work independently and in a team environment.
Medium to High Communication Skills
Medium to High Technical Skills
Language Competency in the respective language cluster/country
Remote Support tool knowledge (Bomgar)
Knowledge of SLA managing (CSAT, MTTR)
Experience in Operating System support
Experience in Office suite support
Knowledge of basic hardware troubleshooting
Experience with Bios, Windows, VPN issues.
Customer service.
Support the configuration of company computers;
Maintain the FUNCTIONAL IT environment in terms of infrastructure and use of resources used by users;
Desktop configuration with customer image;
Laptop configuration with customer image;
Knowledge of Apple devices (iPhones and iPads);
Documentation in the calling tool, follow-up the ticket during its life cycle;
Installations of computer computers (monitors, mouse, keyboards, Dockstations);
Second-level troubleshooting;
Hardware troubleshooting, generate warranty on the equipment manufacturer when necessary;
Assist with the creation of technical procedures for the Service Desk when possible;
Follow the processes defined by the project's global contract.
Carry out the mandatory training.