Job expirat
RESPONSIBILITIES:
- Receive the calls from the helpdesk;
- Create the appropriate TT for service requests and incidents. The activity consists also in acknowledging and updating the TT.
- Solve the TT when:
• The TT is related to an end-user equipment (Workstation, Telephone, printer, scanner);
If not manageable, escalation to the appropriate interface: Level 1 or Level 2 Expert for local maintenance intervention, or to Level 3 support.
• The TT can be solved remotely.
If not related to a CPE, escalation of the TT to IT Administrators, who then become responsible for the TT resolution.
- After resolution, check with the end-user that the incident or service request is actually fixed.
TASKS:
- Upon end-user TT (incident or service request) reception:
• If user equipment (CPE) issue, solve the incident:
- Handle appropriate remote operation;
If no possible remote intervention, trigger FT for a local Level end-user intervention on-site.
- Escalate to OSQ Level 3 support in case of problem;
- At the end, check with end-user the TT issue is fixed, and set the TT to fixed state.
• If not a user equipment, but network or FAS issue, transfer the TT to IT Administrator.
• When needed, carry out problems investigation with OSQ support:
- Weekly report (significant facts) towards User Support Group team leader;
- Participation in migration projects.
• In relation with the onsite migration team, user accounts migration / creation.
REQUIREMENTS:
- Experience in Network/IT Administration for at least 3 years;
- Experience in end-user equipment (workstations, phones, printers, scanners) administration;
- Help desk experience;
- Advanced English level;
- Good communication skills;
- Flexibility and dynamism.
Telecommunications company specialized in designing, installing and operating critical technical infrastructures for companies and organizations
