IT Hekpdesk

Une société tunisienne cherche des techniciens en informatique (IT help desk) bilingue 

- Allemand /Anglais. (L'allemand avancé est obligatoire (B2/C1 )

Mission : 

Roles & Responsibilities

Experience Level: 1-4 Years

Location: Remote or work from home

Language: Good Read / Write and Converse skills on Language –

German/Anglais. (L'allemand est obligatoire) 

Job Description

·         Meet established service level metrics for call response, technical support, and customer service.

·         Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.

·         Log Incidents / call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.

·         Use remote tools to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices  and other mobile smart phones).

·         Follow and complete Help Desk opening and closing checklists.

·         Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.

·         Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.

·         Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.

·         Perform in depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.

·         Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.

·         Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.

Requirements

Skills

Previous experience providing remote Help Desk / Service Desk support (this is a must).

Good customer care skills.

Should have previous working experience in the following:

Desktops / Laptops / Peripheral Devices (Printers/scanners, etc.)

MS Windows 10 / Windows 11 Desktop Operating System.

MS Office Applications – MS Outlook Client Installation, setup, and troubleshooting including PST Files.

Antivirus Software.

Basic Trouble shooting skills in networks: LAN, Wireless LAN, Video Conferencing, Audio Conferencing.

Mobile Devices (Tablets and Phones): Apple, Android, Microsoft, Blackberry.

Active Directory – User Account Management

End User Laptop / Desktop – Image configuration and software patch update.

Virtual Desktops (VDI).

Basic Applications Support: Based on Standard Operating Procedures (SOPs).

Experience using a ticketing systems (BMC Remedy or Service Now)

ITIL v3 Certification is a plus