Back to search.POINTL Professionals - German & English IT Helpdesk Support Level 2
| Employment Type: | Permanent |
| Location: | Amsterdam - Noord-Holland, The Netherlands, 2132/Hoofddorp |
| Salary: | 35,000 |
| Languages: | English, German |
For one of our clients, a fast growing international IT hardware company in a niche market, we're currently looking for a
HELP DESK SUPPORT LEVEL 2
JOB SUMMARY: This position is responsible for serving as the internal customer interface for any PC, network, and/or application support issues. This position will provide escalation support for level 1 Help Desk Support, create and maintain user guides and workflow documents for the team knowledge base, and provide on-the-job training for new employees to the team.
PRIMARY DUTIES AND RESPONSIBILITIES:
Answer incoming calls to Help Desk, providing friendly and courteous telephone support.
Maintain and update customer records within the incident tracking database.
Image and setup new and reconfigured PCs.
Create PC images for new PC models and update existing images as appropriate.
Perform receiving function for all incoming IT related hardware and software.
Provide basic scripting or code writing as required.
Perform first and second level, in-depth troubleshooting of internal customer issues.
Participate in weekly on-call rotation.
Participate in weekly team meetings.
Participate in IT projects and special assignments as requested.
Identify agenda items for weekly team meetings.
Set clear and reasonable expectations with internal customers to ensure that the customers issues are addressed.
Discuss products, support, and troubleshooting with hardware and software vendors.
Act as team lead when IT Help Desk Supervisor is unavailable. Assist with team meeting facilitation, outage notification communications, metric reporting as requested.
Other duties as assigned.
CANDIDATE PROFILE
EDUCATION: High school diploma required. Bachelors degree in Computer Science or related field or related business experience preferred.
EXPERIENCE:
Three to four years of experience trouble shooting Microsoft applications, as well as diagnosing and troubleshooting desktop and laptop PC hardware issues.
Customer service experience preferred.
Technical training or certifications in related field preferred.
Ability to diagnose and troubleshoot problems.
Excellent customer service and interpersonal skills; telephone etiquette.
Ability to act as a role model.
Ability to attain established customer service standards.
Excellent organizational and time management skills.
Strong oral and written communication skills.
Demonstrated problem-solving skills.
Ability to think outside the box and go above and beyond basic guidance documents.
Ability to establish and maintain a high level of client trust and confidence.
Broad range of network and desktop knowledge including Windows XP, Windows 2000, Windows 98, Microsoft Office Professional Suite (2000, XP, 2003 and 2007), Microsoft Internet Explorer, Dial up/Remote access configurations, etc.
LANGUAGES: FLUENT IN ENGLISH, GERMAN IS AN ASSET
HELP DESK SUPPORT LEVEL 2
JOB SUMMARY: This position is responsible for serving as the internal customer interface for any PC, network, and/or application support issues. This position will provide escalation support for level 1 Help Desk Support, create and maintain user guides and workflow documents for the team knowledge base, and provide on-the-job training for new employees to the team.
PRIMARY DUTIES AND RESPONSIBILITIES:
Answer incoming calls to Help Desk, providing friendly and courteous telephone support.
Maintain and update customer records within the incident tracking database.
Image and setup new and reconfigured PCs.
Create PC images for new PC models and update existing images as appropriate.
Perform receiving function for all incoming IT related hardware and software.
Provide basic scripting or code writing as required.
Perform first and second level, in-depth troubleshooting of internal customer issues.
Participate in weekly on-call rotation.
Participate in weekly team meetings.
Participate in IT projects and special assignments as requested.
Identify agenda items for weekly team meetings.
Set clear and reasonable expectations with internal customers to ensure that the customers issues are addressed.
Discuss products, support, and troubleshooting with hardware and software vendors.
Act as team lead when IT Help Desk Supervisor is unavailable. Assist with team meeting facilitation, outage notification communications, metric reporting as requested.
Other duties as assigned.
CANDIDATE PROFILE
EDUCATION: High school diploma required. Bachelors degree in Computer Science or related field or related business experience preferred.
EXPERIENCE:
Three to four years of experience trouble shooting Microsoft applications, as well as diagnosing and troubleshooting desktop and laptop PC hardware issues.
Customer service experience preferred.
Technical training or certifications in related field preferred.
Ability to diagnose and troubleshoot problems.
Excellent customer service and interpersonal skills; telephone etiquette.
Ability to act as a role model.
Ability to attain established customer service standards.
Excellent organizational and time management skills.
Strong oral and written communication skills.
Demonstrated problem-solving skills.
Ability to think outside the box and go above and beyond basic guidance documents.
Ability to establish and maintain a high level of client trust and confidence.
Broad range of network and desktop knowledge including Windows XP, Windows 2000, Windows 98, Microsoft Office Professional Suite (2000, XP, 2003 and 2007), Microsoft Internet Explorer, Dial up/Remote access configurations, etc.
LANGUAGES: FLUENT IN ENGLISH, GERMAN IS AN ASSET
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in the Netherlands may apply.
You cannot apply for this job as it is no longer active.
