2nd Level Support Technician
2nd Level Support Technician
Posted on :
13-03-2025
Employer Active
1 Vacancy
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Job Description
Inetum is seeking a highly skilled and experienced 2nd Level Support Technician to join our dynamic team. The ideal candidate will have experience in a similar role specifically in IT Operations IT Service Delivery or Service Desk departments with a proven track record of providing technical support.
Key Responsibilities:
- Perform 2nd Level Support: Responsible for resolving complex technical issues escalated from the first level support team including troubleshooting diagnosing and resolving technical problems related to our workplace environment.
- Support Projects: Collaborate with the Project Manager on various technical activities related to workplace projects providing technical expertise ensuring project requirements are met and assisting with project implementation.
- Incident Problem and Change Management: Manage incidents and service requests identify problems and implement appropriate solutions ensuring minimal disruption to our workplace environment.
- Ensure Quality of Service: Support the delivery of annual IT satisfaction surveys analyze survey results and implement necessary improvements to enhance service quality.
- Processes: Responsible for drafting and maintaining our Target Operating Model to ensure alignment with the Groups standards.
- IT Asset Management: Support effective management of IT assets including hardware and software inventory lifecycle management and disposal.
- IT Security: Ensure the security of IT assets by implementing and maintaining security protocols and procedures.
- HW Lifecycle: Manage the hardware lifecycle including procurement deployment maintenance and disposal to ensure optimal performance and costeffectiveness.
Qualifications :
- More than 2 years of experience in a similar role specifically in IT Operations IT Service Delivery or Service Desk departments.
- Strong technical skills and knowledge of workplace environment.
- Excellent troubleshooting and problemsolving skills.
- Experience with Incident Problem and Change Management.
- Strong communication and interpersonal skills.
- Experience working alongside internal and external vendors in an international context.
- Proactivity and results orientation.
- Analytical mindset and attention to detail.
- Evidence collector documentation mindset and organizational skills.
- Familiarity with IT Asset Management and IT Security best practices.
- Good level of english: Independent user.
Technical Skills:
- IT Service Management methodology is required (an ITIL certification is a plus).
- Advanced knowledge of MS 365 suite Windows 11 Autopilot MS Teams & SharePoint is required.
- Advanced enduser workplace troubleshooting skills are required (MS PowerShell knowledge is a plus).
- Experience with ITSM tools such as ServiceNow is required.
- Project Management methodology is desired (PMI or similar).
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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