Senior 2nd Line PC Technician

To complete the service desk team (second line) we are looking for a support technician with the skills to perform the following tasks:

• You create record and process incidents and requests from FPS users by telephone or via a computerized management tool.
• You are responsible for monitoring and resolving the incidents and requests assigned to you.
• You perform technical diagnostics by identifying problems and determining an appropriate solution.
• You improve existing internal procedures and the knowledge base then share these improvements with the team through documents and procedures that you write.
• You provide support to users in a transparent honest and objective manner. You offer them a personalized service and maintain constructive relationships.
• You perform computer hardware and software installations based on procedures
• You prepare and install workstations
• You manage the fleet of smartphones (Android and iOS) as well as smartphone subscriptions.

These tasks require:

• Proficient in Windows 11 and MS 365
• Concepts of network and connectivity
• Experience with the Ivanti platform for ticket management (minimum 3 years of experience)
• A good ability to resolve incidents manage service requests and organize your work.
• Good knowledge of the IT tools primarily used within a Service Desk.
• A customer-centric approach and a strong sense of service
• The ability to ask the right questions in order to correctly identify the problems encountered by those you are speaking with.
• Stress resistance and ability to remain calm and courteous even when dealing with people who do not have computer skills.