ITS Support Technician EMEA

JOB SUMMARY

Working under close supervision, provides quality support for ITS customers by assisting with technical computer and software issues. Works directly with the associate to install, repair, and troubleshoot hardware and software as needed. Will provide support to multiple sites.  

ESSENTIAL DUTIES

• Applies training and knowledge to assist associates in the resolution of computer-related questions. 
• Answers the associate’s questions and resolves problems regarding the supported suite of applications. 
• Installs, fully configures, and supports Windows operating system and Microsoft Office applications. 
• Works incoming requests via the incident and request tracking tool to assist in the resolution of computer-generated issues. 
• Handles hardware and software asset management.
• Ensures customer satisfaction by providing answers and resolution to incoming issues. 
• Logs customer contacts and either answers questions directly or appropriately evaluate requests for escalation to the next level or specialist for resolution.
• Assists in resolving various connectivity issues, both remote and local.
• Coordinates schedules with team members to ensure coverage during business hours. 
• Works directly with other technical groups to analyze and resolve technical issues in the areas of client computing, servers, WAN/LAN, VoIP telephony, and business applications. 
• Recommends modifications to system processes within the area(s) of functional expertise. 
• Participates on project teams as necessary to design and implement new or changed IT services. 
• Creates knowledge articles for associates and IT colleagues.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree in Computer Science or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

· Minimum 3 years experience in a related field.

· Experience with PC hardware installations and repair and all client based Microsoft and Adobe applications.

· Experience with windows computer operating systems and software

Skills

· Basic knowledge of computer hardware and software maintenance.

· Ability to follow proven solutions to problems and communicate resolution steps to end-users.

· Demonstrated ability to communicate effectively both verbally and in writing.

· Must be fluent in English.

· Demonstrated ability to routinely diagnose IT problems and recommend solutions.