On Site IT Support Engineer-19007084
On Site IT Support Engineer Purpose of the Job The On Site Support engineer (OSS engineer) is an active point of contact for internal customers seeking technical assistance and require in person interventions for IT problems.
In addition each OSS engineer owns the local IT footprint for the resp. geographical scope, which includes e.g. server rooms, technical rooms, meeting rooms, input / output devices (e.
g. Printers, Scanners), workplace assets and various others. This ownership also includes necessary maintenance and preventive interventions, in alignment with activities of the Business Unit IT Operations Manager.
The job holder performs troubleshooting through diagnostic techniques, available knowledge management sources, relevant questions and if required also deep dive analysis.
The job holder is required to build case competency across multiple technical areas, mostly workplace (Windows, Virtual Desktop, peripheral technologies), within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration and printing.
This is to enable and deliver a competent, fast and useful assistance to internal customers, either resolving the case or being able to advise how to solve the case.
The job holder is expected to come with a high level of curiosity to learn various technology areas, combined with a customer service experience mindset to deliver a high customer satisfaction service.
The OSS agent will be part of a multi-language IT team with a diverse technology background and area of expertise for individual agents.
Business environment Main characteristics :
Work in a quick changing environment
Work in an IT Organization that has been outsourced to 3rd party vendors to a large extent.
Work in an IT Organization with high number of legacy solutions
Daily interaction within a virtual organization spread across Europe, India and other off-shore locations.
Key contacts : (internal external)
Internal : Employees across all seniority levels, Solutions Service Managers & Performance Managers; BU Solutions Managers & IT Operations Manager
External : Infrastructure and Application Service Providers (including, but not limited : Capgemini, Accenture, Orange, Infosys, Lexmark)
First point of contact for all customers in need for technical assistance that cannot be resolved remotely
Perform remote troubleshooting or walk the customer through the problem solving process
Perform resolution on priority before case re-direction to other teams
Identify and apply the best solution based on issue and details
Direct cases that cannot be resolved directly to correct next level of support teams
Translate technical information correctly to customers, whereas maintaining accurate information on details for other IT teams
Recording of information, events, problems, etc. in the resp. resolution logs
Identify and suggest possible improvements or automations on procedures
Preventive maintenance of geographical scope IT assets, e.g. meeting room equipment, printers
Proactive Stock monitoring and management of various IT Assets
Assist the IT Operations Manager in the administration and operation of the IT Infrastructure
Qualifications and Technical competencies required Education
University degree level or equal by experience or alternative education in Information Technology
Experience as a help desk technician or other customer support role
Very good ability to understand computer systems, mobile devices and other technology products
Ability to diagnose and resolve basic technical issues
Experience in working in a multi-national environment
Work in a multi-cultural environment
High level of service mindset
Customer centric mindset
Can do attitude
Good analytical and problem solving skills
Good communication skills incl. ability to build and maintain constructive work relationships with all stakeholders
Technical and process oriented
Ownership and result oriented
Knowledge on ITIL standards and methods, ITIL certification is a plus
Ability to absorb and retain information quickly
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Proven analytical and problem-solving abilities.
Fluent English in speaking, reading and writing
Fluent Italian in speaking, reading and writing
Knowledge on additional Western European languages (German, French, Dutch, Spanish, Czech) is a plus