IT Support N1
il y a 2 semaines
We are looking for a proactive ICT Support Specialist to provide exceptional 1st level IT support to users across multiple channels, ensuring swift issue resolution and excellent service delivery.
**Communication Channels**:
- Telephone
- Service Management systems
- Walk-in KIOSK
**Primary Responsibilities**:
**1st Level Support**:
- Provide support for mobile devices, including MDM platforms, app configuration, and device enrollment.
- Manage user access and prepare laptops for onboarding or replacements.
**Ticket Management**:
- Handle incidents and service requests using tools like BMC Remedy.
- Ensure tasks are completed within established quality standards.
**Operational Excellence**:
- Work autonomously while maintaining high productivity.
- Contribute to the team by taking on additional tasks as needed.
**Mandatory Experience and Education**:
- Proven experience in 1st level Service Desk support.
- Education: Higher vocational training with 2+ years of relevant experience OR
- Secondary education with 4+ years of relevant experience.
**Technical Knowledge**:
- Experience with VPN software and troubleshooting.
- Familiarity with MDM platforms for mobile device management.
- Knowledge of Service Desk ticketing tools (e.g., BMC Remedy).
**Language Proficiency**:
- Strong command of English or French (written and spoken).
- Good working knowledge of the other language (spoken).
**Key Competencies**:
- Relating and Networking: Build strong connections with users and colleagues at all levels.
- Customer Focus: Respond to customer needs while maintaining high-quality standards.
- Adaptability: Thrive in dynamic environments and embrace change with a positive mindset.
- Communication: Use tact and diplomacy to foster understanding and effective collaboration.
**Additional Details**:
- NATO Grade: Equivalent to G8.
- Specific Conditions: On-site presence required, with one remote workday per week as an option.
Join our team and play a key role in providing top-tier ICT support, ensuring a seamless IT experience for all users
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