Field & Service Desk Technician

Role Responsibility

As ICT Field Support Technician / Service Desk Agent you will concentrate your activities on the following:

40% of the service capacity with this profile were needed to fulfil the requested services:

• End-user support in general, and support in identifying, repairing and replacing failed hardware components on PC and notebooks, as well as dealing with hardware driver installations in particular
• IT technologies as used at EUMETSAT eg. HP/DELL desktops, notebooks, Konika Minolta printers and MS Office applications
• Support of Meeting room infrastructure like discussion systems.

60 % of the service capacity with this profile were needed to fulfil the requested services:

• Troubleshooting typical ICT software like MS Windows 10, MS Office, Visio, MS Project and MS Edge and Adobe Acrobat ,…
• Installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, iPhones, WebEx)
• End user support
• Outlook configuration and administration and troubleshooting in an MS exchange environment
• Performing user administration in MS Active Directory and MS Exchange
• Using Microsoft Management Console
• On-call duty is required for this job

Requirements:

As a minimum, 5 years experience in the following:

• End-user support in general, and support in identifying, repairing and replacing failed hardware components on PC and notebooks, as well as dealing with hardware driver installations in particular
• IT technologies as used at EUMETSAT eg. HP/DELL desktops, notebooks, Konika Minolta printers and MS Office applications
• Support of Meeting room infrastructure like discussion systems.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
• Extensive knowledge of and experience in the and troubleshooting typical ICT software like MS Windows 10, MS Office, Visio, MS Project and MS Edge and Adobe Acrobat ,…
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, iPhones, WebEx)
• Extensive experience in end user support in general.
• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment
• Experience in performing user administration in MS Active Directory and MS Exchange
• Experience in using Microsoft Management Console
• Customer focus and service orientation together with highly effective interpersonal skills in dealing with demanding customers under high workload In addition, the following knowledge shall be considered an advantage:
• Certification for the maintenance of HP/DELL desktops and notebooks
• Knowledge of, and experience in, installing and troubleshooting structured cabling systems and networking hardware
• Experience in performing inventory and stock management
• Knowledge of managing inventory repositories especially in SAP The following activities will gradually become of importance to the position but, if required, the key person will be trained in-house on these activities
• Experience in a structured, ISO 9000 certified and/or ITIL based information technology service environment
• Professional certification as MCP Windows 10 or any other professional certifications (e.g. MCP - MS Office, etc).
• Experience in using software distribution systems (MS SCCM)
• Experience in providing support for Document Management Software