Operational Support L2
il y a 4 jours
V-IT is voor één van haar klanten op zoek naar een *Operational Support L2 - L3.
*
**Job purpose**
- Provide Operational support L2 in the area of End User Technology
- Contribute in developing workplace management by process automation
- Strong contribution in the use of and maintaining of a user portal and the knowledge base
- Strong contribution in the setup and maintaining of the hard
- and soft equipment for end users including the support of the appropriate usage of this equipment by the users.
- Hands and eyes for Infrastructure & network team as level 2/3 support
- Daily operations activities in fixing incidents and answering user’s request registered in our ITSM tool
**Required Experience and Knowledge**
- Expert in end user technologies Laptop / Desktop / Surface configuration & staging
- Expert in O365 (MS Office suite & collaborative apps)
- Experience in collaboration with L1 service desk operations
- Experience of ITIL fundamentals V3 or V4 foundation qualification preferred
- Experience of knowledge base usage and maintenance of documentation
**Desirable**
- The ability to speak and or Read any of the Local language languages
**Key Responsibilities**
- Provide VIP support to Board members and Cxx levels
- Provide remote L2 + L3 support for the users for incident and requests
- Improvement of the workplace management by implementing automated processes and supervise the execution of these. Eg software updates, Deployments with SCCM
- Contribute in development of Self-service user portal, knowledge base.
- Make recommendations on system changes considering opportunities & potential risks to further improve usage and alignment with business needs
- Contribute in standardization of solution, software and support
- Strong contribution in the setup and maintaining of the hard
- and software equipment for end users. Setup and deployment of assets to both office and factory production teams.
- Participation in group or divisional projects in collaboration with international teams in order to develop or roll out new solutions
- Ensure correct follow-up of and execution of software update policies in EUT area ( SCCM )
- Identify training needs and propose training plans to ensure optimal usage of implemented solutions
- Support the L1 support team when the recommended changes are deployed, including helping to resolve any issues
- Collaborate Helpdesk and proximity team understand and investigate feedback or issues into the service/function/product provided and provide solutions for improvements
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