Desktop Support Technicican

**o Mode of employment**: TP

**o Rates**: Euro 150/Day

**o No. of requirements**: 1

**o Location**: Alcobendas, Spain.

**Job Summary**:
The Deskside Support Technician, Level 1 will provide comprehensive technical support services to the client's campus-based customers.

**Principal Responsibilities**:

- Provide comprehensive technical support services to the Client's internal customers and service providers.
- Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution.
- Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.
- Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.
- Follow established Asset Management processes
- Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)
- Perform IMAC-related tasks as assigned.
- Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.
- Replicate and resolve customer incidents in the software & hardware environment.
- Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
- Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
- Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness.
- Perform customer support related tasks and special projects as assigned by management.
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Job Requirements

**Skills**:

- Good/Excellent Verbal and Written English Communication Skills
- Excellent teamwork skills
- Dedication to customer service Installation and configuration - Desktop / laptop/ Printer/ Server/ Networks etc.
- Substantial experience in Notebooks and Printers management
- Supporting Windows core technologies
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool
- Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
- Ability to work under a heavy stress environment.
- Ability to interact with vendors and suppliers to provide problem resolution in a timely manner.
- Proficiency with LAN/WAN troubleshooting
- Ability to perform root cause analysis and determine appropriate course of action based on result
- Background security check is mandatory.
Education
- BA or Vocational school degree preferred or equivalent work experience
- A+ Certification (Must be attained within three months of employment)
- Microsoft Certified Professional certification a plus
- ITILV3/V4 foundation certification is a plus
Experience
- Minimum and current of 24 months of Desktop support
Working Relationships
- Maintain inter-department relationships to resolve client issues
- Effectively communicate with extended service providers and IT infrastructure groups
- Develop communication and working relationship with Manager

Competencies
- Adaptability
- Analysis
- Customer Service Orientation
- Functional Job Knowledge
- Initiative
- Judgment/Decisiveness
- Managing Stress
- Negotiation
- Oral Communication
- Persuasiveness/Influence
- Planning and Organizing
- Root Cause Analysis
- Teamwork Orientation
- Technical and Professional Competence
- Work Standards
- Technical and process support documentation
- ITSM
- ITIL
- Pro active