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Technical Support Analyst with French

Job Date

Job Description

Purpose:

The Technical Support Analyst provides professional and effective support to end users via telephone, email or remote access. The position reports to Global Service Desk and Delivery Manager and is part of a global Service Desk with teams located in several locations including St. Louis, Missouri, Prague, Czech Republic, Petten, Netherlands, and Saclay, France.

 

Schedule: This is a 1st shift position. After trial period you might participate in a team rotation to cover the 2nd shift (15:30 to midnight. This 2nd shift can be worked from home and you would receive additional compensation for it).

Principal Responsibilities of the Role

  • Providing Tier 1 and Tier 2 technical support, installation and configuration services through inbound phone and ServiceNow tickets on various technologies which include desktop systems, software, workstations, telecommunication and network connectivity. May receive escalations from other Service Desk analysts in areas of personal expertise.
  • Independently identifying, troubleshooting, documenting, and resolving issues, collaborating and escalating complex problems according to escalation procedures, including appropriately identifying the level of urgency.
  • Participating in request fulfillment in areas including software installation, building and installing new / replacement workstations, setup of user accounts and profiles, and performing password resets.
  • Representing the Service Desk with technical teams and on projects, providing support requirements, creating support plans and ensuring knowledge transfer to peers in the global Service Desk.
  • Alerting management and technology owners to recurring problems and patterns of problems.
  • Maintaining accurate and timely updates to tickets; use and contribute knowledge to an internal knowledge base, documenting procedures for installation and troubleshooting.

What you need for this position:

  • Two-year technical or Associates degree in computer science, information technology, business, or related discipline. Bachelor’s degree in computer science is preferred. Equivalent work experience acceptable in lieu of degree.
  • At least 2-3 years of relevant technical support experience is necessary. The person should be able to work complex cases independently, as he/she will often be the only agent available to help end users.
  • Fluency in English and French both written and oral is necessary. Spanish or Dutch would be an advantage.
  • Technical Proficiency

Must have:

  • Proven knowledge and experience of Active Directory: Account management (create/disable account, password reset, add/remove computer from domain, security groups)
  • Proven Knowledge of Microsoft Office both client and hosted (Office 365), including installation and configuration of systems
  • Strong knowledge of Microsoft operating systems such as Windows 10
  • Understanding of corporate IT infrastructure such as network devices, servers, printers and workstations and how they interact with each other
  • Proven experience installing software / applications
  • Familiarity with SCCM and VPN
  • Proven track record of working knowledge of imaging, installing, configuring and troubleshooting computers in a managed Windows network environment
  • Proven track record in deskside support including computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, smartphones, etc.

Nice to have:

  • Fundamental network knowledge
  • Experience with MSCA Office 365 or MSCE Productivity Solution Expert
  • Prior experience in Office 365 administration, including global administration functions
  • Experience supporting telephone systems
  • Analytical Abilities
  • Is familiar with end-user group functions, business critical applications, and support resources. Can assess a situation to determine the scope and escalate appropriately. Function as a resource for other technicians with regard to standard procedures and one-on-one training.  Ability to improvise and respond to unexpected situations
  • Business Knowledge
  • Has a solid understanding of the supported technologies and applications; may be a Point of Contact for the Service Desk with one or more technical areas, integrating change and new procedures into the team; recognizes business-critical functions and sets priority level accordingly.
  • Communication Skills
  • Able to effectively communicate with customers on the phone and professionally address their requests
  • Able to create clear service notes and other documentation, including clearly describing steps to resolving an issue; effective listening skills; handles difficult or situations effectively with required sensitivity and diplomacy, effectively guiding customers through information gathering & resolution process
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