![Serco Europe](https://media.trabajo.org/img/noimg.jpg)
Support Technician
il y a 7 jours
Job Introduction
Serco is the preferred partner for European Institutions and International Organizations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.
**We are hiring a Technician for European Council in Brussels and various locations around Europe.**
Main Responsibilities
Support Technician:
- Technicians shall have the overall view of the GSC environment, the equipment and software to be supported, as well as all aspects related to the GSC specific services.
- Technicians shall make full use of the Service Desk tool in the accomplishments of their tasks, i.e. for incident management and work orders. Activities should be detailed and incidents should be logged and closed appropriately in the tool.
- Technicians shall address all incidents related to the following types of equipment, which are not resolved in first line:
- Hardware, of the following types:
- Personal Computers
- Low End Servers (non rack mounted)
- Network and PC attached printers, plotters
- Scanners
- Laptops / Tablets / PDA's
- Peripherals (speakers, keyboards, mice, drives, etc.)
- Any other type of IT equipment
- Software, of the following types:
- Operating Systems
- All drivers and software to support configurations as mentioned by supported hardware
- Office Applications (MS-Word, MS-Excel, MS-Outlook, MS-PowerPoint)
- Other software in use in the GSC
- Technicians shall handle different types of incidents, from simple requests through problem resolutions, related to incidents.
- Technicians shall make accurate evaluations concerning the incident, and provide
- replacement of equipment where appropriate.
- Technicians shall understand the confidentiality and sensitivity of their function. They shall be able to identify incidents which are not within their security boundary, and deal with them in the appropriate way.
- Technicians shall co-operate with the Service Desk, as well as GSC level 2 and level 3 support staff, as well as with other services (procurement, networking, etc.)
- Technicians shall co-operate with external sources (suppliers, manufacturers, etc.) in order to provide and receive all necessary incident information on an escalated incident to avoid duplication of resources and customer nuisance.
- Technicians shall close incidents in such a way that the documentation provided will allow a correct analysis of the type of incident and its resolution, and provide appropriate information leading to a problem resolution where applicable. This information shall be stored in the Knowledge Base.
- Technicians shall co-operate fully to each kind of customer satisfaction program.
**LEVEL OF EDUCATION**
Bachelor's degree
**KNOWLEDGE AND SKILLS**
- Technicians shall have proficiency - Understanding and Speaking - Level C.1 or above using the Common European Framework of Reference for Languages (CEF) - in either French or English, and a good working knowledge - Level B.1 or above using the Common European Framework of Reference for Languages (CEF) - of the other. Additional levels or knowledge of these or other EU languages provides added value.
- Technicians shall have a thorough knowledge of IT and Communication Systems environments, through specific education and through experience (at least two years).
- Technicians shall have an excellent knowledge of MS Windows (current release: Windows 7).
- a. For MS-Word: MOS: Microsoft Office Word 2010 Expert
- b. For MS-Excel: MOS: Microsoft Office Excel 2010 Expert
- c. For MS-Outlook 2010: MOS: Microsoft Office Outlook 2010 Specialist
- d. PowerPoint 2010: MOS: Microsoft Office PowerPoint 2010 Specialist
- Technicians shall have previous work experience in a customer support environment or in a field that requires strong interpersonal communications skills of at least two years.
- Technicians shall have the ability to deal with all hierarchical levels of professionals.
- Technicians shall have the ability to work in a multi-cultural environment.
- Technicians shall have excellent interpersonal communication skills.
- Technicians shall be required to use their skills and general knowledge to take responsibility of an incident, and respond by providing great customer care by professionally resolving the incident, by training the customer and by preventing future incidents if appropriate.
- Technicians shall maintain a good understanding of products and relevant procedures in use at the GSC.
- Technicians can be required occasionally to work outside standard working hours.
- Technicians shall be required to have a clean criminal record.
- Technicians might be required to have a security clearance
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