I.T. External Support, Bilingual French Speaking
Work Location: Luxembourg
Business unit: European Investment Bank (EIB)
· There’s no age limit
· 1 to 6 years experience
· Residence from France and Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome
The Service Desk Agent provides support for basic incident resolution and service request fulfillment.
Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.
Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.
Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.
Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.
Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Agents may be requested to provide after business hours and on-call support as needed.
Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.
Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.
The Service Desk Agent will be assigned to work in different profiles depending on the service needs.
Role:
The purpose of the External Office Support role is to deliver IT support services for the EIB external offices. These services shall be provided through a quick resolution of reported incidents, proactive communication and advice in order to ensure customer satisfaction over a full range of services provided by the IT Department. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.
Job responsibilities:
· Assume primary responsibility for IT customer support to External Offices by acting as a first point of contact with users when troubleshooting miscellaneous hardware and/or software incidents;
· Whenever required, ensure that additional technical analysis is carried out and propose long-er-term solutions;
· Support and implement network and computing systems in the EIB group's existing external offices and the wide area network (WAN) connecting these offices;
· Provide IT equipment for the new offices;
· Ensure that all solutions are designed and implemented in line with internal standards and respecting the best practice,security recommendations and industry standards;
· Conduct and/or participate in the identification, technical evaluation, testing, validation and implementation of new products and emerging technologies to meet and anticipate the external office user’s requirements;
· Supervise and carry out the installation, maintenance and operation of both network equipment and computing systems in the external offices, including the appropriate procedures and documentation whenever necessary;
· Implement the security guidelines and policies recommended by the IT Security Unit and the results of internal and external audits;
· Schedule and undertake at least 1 visit per year for each office to make sure that maintenance and installation tasks are completed in a timely manner;
· Help External Offices users to solve External Offices specific IT incidents;
· Manage the IT equipment in External Offices;
· Send and configure External Offices in policy or out of policy devices;
· Monitor the External Offices Networks equipment;
· Train users to use the External Offices IT devices and services;
· Manage the Alcatel Telephony systems if present (Connection and configuration of Alcatel phones);
· Manage the printers in External Offices;
· Provide video conferencing support to External Offices users;
· Configure and manage mobile devices;
· Provide solutions or workarounds when a problem is identified;
· Perform configuration changes on network equipment.
Technical and Specific Skills / Experience
· Knowledge of Ethernet and WiFi networks standards;
· Knowledge of VoIP telephony environments;
· Experience in installing routers, switches and with patching cables.
Salary: €32K- €36K per year depending on the experience
Relocation Package: 1000-1500€
How to Apply:
Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com
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