L2 Onsite Desktop Engineer
NTT
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
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