L2 Onsite Desktop Engineer
Sevilla, Sevilla, Spain
hace 3 días

Key Roles and Responsibilities :

  • Proactively monitors the work queues
  • Perform operational tasks to resolve second level support incidents and requests in a timely manner and within agreed SLA.
  • Update tickets with resolution tasks performed
  • Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution

  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
  • Work with automation teams for effort optimization and automating routine tasks
  • Coach Service Desk and L1 teams for technical and behavioural skills
  • Lead and manages all initial client escalation for operational issues
  • Plan and execute approved maintenance activities
  • Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles
  • What would make you a good fit for this role?

    Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to maintain a positive outlook at work
  • Ability to adapt to changing circumstances
  • Ability to place the client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the client journey
  • Qualifications and advantageous certifications :

  • Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Up to date and relevant ITIL certification
  • Experience :

  • Moderate years of relevant managed services experience
  • Moderate level knowledge in ticketing tools preferably Service Now
  • At least 2 years experience in a service desk role
  • Experience in the support of Windows 10 desktop enterprise environment
  • Experience in using deployment tools such as SCCM
  • Experience in creating and changing group policies
  • Experience with Office and Exchange Online
  • Endpoint protection products such as SEP and Defender
  • Excellent verbal and written communication skills are essential
  • A basic understanding of ITILv3 framework and principles
  • Scripting knowledge such as Python and PowerShell is a bonus
  • Reportar esta oferta

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación