DQ) German and French Tech Support

Description

Under general supervision, provide phone based service desk support to end users regarding IT problems and service requests. Using remote control tools will solve 60% of problem calls on the first interaction with the customer. Will interact with other IT support groups to resolve problem tickets as necessary. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintain currency and high level of technical skill in field of expertise. Escalate more complex problems to Service Desk Level 3 and/or IT Site Support Services.

• Provide first level phone support to end users regarding IT problems and service requests.
• Adhere to established IT policies, procedures and standards and ensures their conformance with information systems goals and procedures.
• Assist supervisor with call escalation management. Provide management with information on problems that are severe in nature, recruiting, or that are exceeding target dates.
• Maintain currency in new developments and technology.
• Ensure that security procedures are implemented and enforced.
• Follow problem management procedures including the logging of all calls into the Problem Management System.
• Interaction with IT management frequently through timely reporting of operational activities. Frequent interaction with customers on support issues and needs assessments.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
• Perform other duties as required.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES
• Working knowledge of Microsoft server, networking, and workstation technologies.
• Working knowledge of industry standards in regards to system and network administration
• Ability to solve PC related problems utilizing remote control tools
• Excellent verbal and written communication skills
• Willingness to improve in personal knowledge as it applies to supporting the company's objectives
• Project management exposure
• Willingness to improve in personal knowledge as it applies to supporting the company's objectives

• Fluency in German or French  language essential