Terug naar zoeken.POINTL Professionals - German & English IT Helpdesk Support Level 2
| Type baan: | Permanent |
| Locatie: | Amsterdam - Noord-Holland, The Netherlands, 2132/Hoofddorp |
| Salaris: | €35,000 |
| Talen: | Engels, Duits |
Details van de adverteerder
- Naam:POINTL Professionals
- Geplaatst:30-03-2010
- Code:NICEJOB2010SUP1
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. Bachelor’s 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. Bachelor’s 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.
U kunt niet solliciteren naar deze functie omdat het niet langer actief.
