Level 2 Deskside support technician H/F - Lausanne, Schweiz - Indosuez Wealth Management

    Indosuez Wealth Management
    Indosuez Wealth Management Lausanne, Schweiz

    vor 1 Monat

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    CDI
    Beschreibung

    Missions

    Job Purpose and Requirements

  • Manage all incoming IT production issues and requests:

    • o Create tickets if not already created

    o Answer and resolve: "how to" questions; Issues related to workplace services (desktop/laptop/VDI/printer,..)

    o 1st level of troubleshoot for any other incoming request and issue: Resolve or assign ticket to the relevant 3rd level resolver groups.

  • Work in conjunction with the Senior Support groups
  • Involve Major Incident Management Team when suspecting a severe issue
  • Effectively & efficiently manage team's queues accordingly to ticket priorities and ensure timely resolutions
  • Install, diagnose, maintain and upgrade all organizational hardware and equipment ensuring optimal performance and user experience
  • When necessary, liaise with third-party support and PC equipment vendors.
  • Manage stock level and inventory of IT equipment
  • Complete daily/weekly tasks as required
  • Fully document fixes to capture knowledge and contribute in Knowledge management
  • Ability to interpret technical information and present it in simple terms for a less technically aware audience
  • Identify improvement opportunities for procedures and for IT Services

    • Localisation du poste

    Zone géographique

    Europe, Suisse, Vaud, Lausanne

    Ville

    Chemin de Bérée Lausanne

    Critères candidat

    Niveau d'études minimum

    Bachelor

    Formation / Spécialisation

    Excellent knowledge of PCs, desktop hardware and their internal components.

    Niveau d'expérience minimum

    0 - 2 ans

    Expérience

    At least 2 years of IT support experience.

    Compétences recherchées

    Required Skill set


    • Strong customer service orientation.

    • Good knowledge of ITIL processes.

    • Sound demonstrated knowledge of Service Desk and Deskside procedures and processes.

    • Proven analytical and problem-solving abilities.

    • Excellent communication (Written & Verbal) in French and English & Interpersonal skills.

    • Ability to prioritise workload to best meet customer requirements.

    • Excellent knowledge of PCs, desktop hardware and their internal components.

    • Broad knowledge of PCs and Information Technology technologies.

    • Experience of working with Remote Control tools.

    • Knowledge of network configuration and protocol.

    • Eagerness to resolve issues.

    • Logical bend of mind.

    • Ability to adapt quickly to an existing, complex environment.

    • Ability to quickly learn new tools, concepts and projects is necessary.

    • Self-motivated, independent, detail oriented, responsible team-player and exhibit exceptional relationship skills.

    • Flexible to work in "on duty" Shifts (24 x 7).

    Outils informatiques

    Strong Knowledge of Windows, MS office, Outlook, Active Directory, Citrix and VDI.

    Langues

    French , English