As an IT technical support officer, you’ll install and configure computer systems, diagnose hardware and software faults and solve technical and application problems, either over the phone or in person.
You’ll cover one or more areas of expertise, depending on the size of the organisation you work for. It’s common practice for a technical IT support team to be divided into first and second-line support, with the second-line support staff handling the more specialised queries that the first-line support could not deal with.
Alternative job titles include applications support specialist, help desk operator, maintenance engineer and technician.
Responsibilities
1. Service desk agent, incident agent and analyst, problem agent and analyst
2. Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate
3. First and second-line support: remote and on-site support
4. Recording & tracking incident and request information
5. Recording & tracking Problem information
6. Participating in reconfiguration/installation of PC environment
7. Documenting operational support procedures
8. Drafting technical content for knowledge database
9. IT support specialist must be able to perform all tasks of a service desk operator
10. Testing and administration of applications
11. Liaising with system administration and database administration for execution of administration tasks
12. ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support
Analysis and technical skills
13. Very good skills in all of the MS office applications
14. Very good skills with end user computers and, more specifically, Windows computers
15. Good understanding of the main mobile devices platforms and core mobile applications
16. ITIL V4 Foundation Certified
Experience
17. Minimum of 3 years of relevant professional experience
18. Fluent in both English/French both written and oral
19. Part of the consultants needs to be fluent in German both written and oral as well
20. Knowledge of additional official EU languages may be considered an asset
21. Very good communication skills with diplomatic and user oriented approaches
22. Empathetic and user oriented