L2 Desktop Support

Jena, Germany
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Overview

Responsibilities

  • Ensures
    that all requests from users for assistance are handled promptly and
    effectively; is pro-active to ensure that users make effective use of the
    facilities available to them.
  • Demonstrates
    commitment and ingenuity in expert application of available facilities to
    non-standard situations, diagnosing underlying causes of difficulties, and
    devising solutions or workarounds to ensure that the effect on operations
    is minimised.
  • For
    all requests that cannot be directly resolved, provides an effective
    interface at the highest level between users and service providers;
    ensures that priority setting and escalation procedures are applied
    effectively and that all complaints are responsibly and professionally
    resolved.
  • Regularly
    monitors the incidence, status and speed of resolution of enquiries and
    problems; is pro-active in devising improvements and recommending changes
    to systems, products or services.
  • Provides
    users with information on the medium and long-term plans and policies of
    the organisation for the provision of desk-top systems, products and
    services and advises on the impact of such plans.

Key Competencies

  • Conceptual
    Thinking:
    Acquiring understanding of the
    underlying issues in complex problems or situations by correctly relating
    these to simpler or better understood concepts, models or previous
    experiences.
  • Information
    Acquisition:
    Identifying gaps in the
    available information required to understand a problem or situation and
    devising means of remedying such gaps.)
  • Flexibility: Taking account of new information or changed
    circumstances and modifying understanding of a problem or situation
    accordingly.
  • Interacting
    with People:
    Establishing relationships and
    maintaining contacts with people from a wide variety of backgrounds.

Qualifications

  • Candidate
    must be able to demonstrate the following experience:
  • Has
    25 to 48 month’s experience in a Level 2 Deskside Support or similar role.
  • or
  • Has
    gained experience (typically three year’s full time or equivalent) as a
    competent user of computer systems and has demonstrated an aptitude for
    ICT work.
  • Prior
    experience of working in a customer facing, end-user environment.

Technical Knowledge & Skills

 The
following Knowledge & Skills are required for the role:

  • Proficient
    in Operating InfrastructureHardware with a working knowledge of the ICT
    infrastructure found in a corporate environment (e.g. hardware, databases,
    operating systems, local area networks etc.)
  • Proficient
    with desktop Operating Systems with a working knowledge of common desktop
    applications (e.g. Microsoft Office, Oracle etc.)
  • The
    application of automated systems to the support of specific business
    functions or processes.
  • The
    management of the interaction between two or more networking systems,
    computers or other “intelligent” devices.
  • Familiar
    with Corporate, Industry and Professional Standards

Qualifications & Certifications

 Candidates
should possess minimum 2 of the following certifications:

  • PCLaptop
    OEM Maintenance Certification
  • CompTIA
    A+ Certification
  • Microsoft
    Certified IT Professional (MCITP) certification in desktop area
  • Microsoft
    Office Specialist (MOS) Certification

Web site www.acetechnologies.com
Country Germany
State/Province Thüringen
distance: 3,584 Miles
Address Jena, Germany
Category
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