Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Ensure that incidents and requests are handled according to customer needs and priorities.
As needed, escalate tickets.
Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
Perform overtime duties when necessary
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Requirements:
Speaks fluent French and English
3+ years of hands on experience in Desktop Support
Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding
Experienced in troubleshooting hardware and software issues
Experience in ITIL process, maintaining SLA's, CSAT's and Service Now
Experience of providing VIP support is desirable
Must be willing to travel to other customer locations as required
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