Offres d'emploi

Accountabilities:

• Communicates with others in a professional, clear and confident manner.
• Demonstrates empathy for others and promotes outstanding customer service at all times.
• Leads by example and always promotes positive thinking with coworkers and customers.
• Helpdesk Actively participates in and occasionally leads weekly IS Team meeting /call.
• Establishes, adheres to and helps communicate out – internal and external customer service level agreements.
• Provides technical support and troubleshooting for supported business software.
• Work with Global Helpdesk Tech’s and end-users, to capture vital diagnosis information, aiding in problem determination, appropriate prioritization and escalation, in communication to non-Helpdesk Technical Support Personnel.
• Accurately and in a timely manner – creates / updates tickets and enters required information regarding user problems into the Helpdesk ticketing system.
• Attempts resolution on all tickets and records progress notes in “bullet format” within tickets, prior to escalating to other IT Teams.
• Appropriately escalates technical issues to other Information Technology teams in a timely manner.
• Utilizes remote control tools in a respectful and confidential manner in compliance with PMI policies and procedures, to expedite problem solving.
• Assists with working the Global Helpdesk ticket queue “SNOW” , administrative duties etc...
• Answers calls courteously and promptly.
• Helps develop, document and implement Helpdesk industry best practices for customer interaction, response times, escalation procedures, resolution, customer feedback/ survey of helpdesk performance.
• Performs break-fix of software and hardware based workstation and laptop problems.
• Assist with coordination of support from other vendors/technical resources and internal resources as well as other PMI contracted vendors.
• Responsible for maintaining accurate inventory records for PC’s, Laptops, Printers, Software Media, Monitors, and other various networking and computer related equipment.
• Provides frequent status updates and task/project completion information to Local IS Analyst, IS Manager, problem request tracking system, and/or users, via voicemail, e-mail, or in-person communication.
• Refers major hardware problems to appropriate internal and external service personnel for correction.
• Responsible for checking voicemail and ticket queue – hourly (during normal business hours) and returning customer calls left on voicemail, within a reasonable time.

Software Application Support:

• Ability to gain a mid-level understanding of PMI proprietary applications and provide end-user support.
• Work with the Global Helpdesk Team and end-users, to triage, trouble-shoot and re-direct issues with proprietary applications and reporting.
• Responsible for investigating and/or understanding changes/upgrades/patches to all PMI supplied software and/or applications.
• Write, review, and publish detailed technical and user documentation and knowledge base articles.
• Maintains accurate software inventory with respect to software license compliance and license management.
• Works with end-users and PMI IT teams to identify and document needs related to software support for computer systems.
• Responsible for installation and support of all standard & proprietary desktop applications software (i.e. Microsoft Office, Microsoft Windows Operating Systems, Cisco VPN Client software and various other pieces of public and private software packages) using SCCM software deployment systems.
• Extensive end-user and administrative knowledge of latest Microsoft Office Applications (Outlook, Word, Excel, PowerPoint).
• Assists with establishing PC application standards, minimum/maximum acceptable software versions.
• Assists in research, development, implementation and support of corporate initiatives.
• Verifies termination of user accounts based on user setup/termination processes.

PC/Laptop & Mobile Devices – Service & Support:

• Responsible for evaluation, management, and maintenance of standard PMI, laptops and other equipment.
• Assists with IT hardware and software procurement, follow-up on purchase orders placement, and general product research.
• Assists with in-processing new incoming equipment and configures them for user(s) and records the receipt of equipment in the IT asset system.
• Responds to escalated client inquiries concerning systems operation and diagnosis of system hardware and software.
• Provides frequent status updates and task/project completion information to IS Manager, problem request tracking system, and/or users, via voicemail, e-mail, or in-person communication.
• Refers major hardware problems to service personnel for correction.
• Assists with Mobile Device support using MDM process.
• Assists with maintaining positive working relationships with Vendors, Account Manager etc...
• Responsible for keeping current records of quantity and location of PC’s and other computer hardware.
• Assists with establishing PC hardware standards.
• Provides 2nd level telephone support for all PMI users.
• Assists in establishing workstation images, configuration management, and other desktop related technology standards.
• Maintains 100% accurate records with respect to software license compliance, license management.

Network Support and Troubleshooting:

• Provides front line network troubleshooting and support for LAN/WAN, Internet and VPN issues.

Education, Training and Experience:

• Bachelor’s degree (B.S.) from four-year college or University with an emphasis in Computer Science, Information Systems preferred or equivalent experience required.
• Minimum three years’ experience in IT support or customer service; multinational environment preferred.
• In-depth knowledge of PC computer hardware and peripherals.
• Thorough knowledge of latest PC software packages including, but not limited to Microsoft Office, Microsoft Windows, Microsoft applications and other current software packages utilized in the corporate environment.
• Technical knowledge of information systems (IS) including in-depth understanding of IS terminology, networking and security fundamentals.
• Must be friendly and be empathetic with all customers.
• Must maintain professionalism and work well with others while under pressure and maintaining confidentiality.
• Must be a team player and willing to work with others through collaboration and reasoning.
• Must participate in an “on call” after-hours rotation/schedule.
• Must be very detail oriented for purposes of ticket logging, problem resolution (root cause), and inventory tracking.
• Microsoft Certified Desktop Support Technician (MCDST) – PREFERRED.
• Microsoft Certified Systems Engineer (MCSE) – PREFERRED.
• Cisco Certified Network Associate (CCNA) – PREFERRED.
• A+ Certified – PREFERRED.

Other Product Expertise:

• Microsoft System Center (SCCM / SCOM / SCSM) – HIGHLY PREFERRED.
• DELL Desktop and Laptop computers.
• Windows 7, Windows 8.1 administration experience.
• Microsoft Office Professional (2010 or 2013).
• Working knowledge and understanding of SAP environments – Highly Preferred.

 

 

If you fit this profile thank you to send your CV by clicking on the tab " Apply "