Onsite Support EUC Engineer

SkySys; Rueil, Malmaison; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un ingénieur de support sur site pour fournir un support technique de qualité pour les appareils informatiques des utilisateurs finaux. Ce rôle essentiel implique la gestion des incidents, la résolution de problèmes et la coordination avec les équipes internes pour garantir un service client exceptionnel. Vous serez responsable de l'installation et de la gestion des systèmes, tout en assurant une communication fluide avec les utilisateurs et les partenaires commerciaux. Si vous êtes passionné par la technologie et que vous aimez aider les autres, cette opportunité est faite pour vous.

Qualifications

• Expérience de base dans le support technique des utilisateurs finaux.
• Bonne compréhension des concepts ITIL et de Service NOW.

Responsabilités

• Fournir un support technique de haute qualité pour les appareils de calcul des utilisateurs finaux.
• Gérer les incidents et les demandes des utilisateurs via l'outil de ticketing Service NOW.

Connaissances

Support technique

Résolution de problèmes

Gestion de tickets

Communication

Gestion des actifs

Formation

Expérience de base dans l'industrie informatique

Outils

SCCM

Microsoft Intune

Service NOW

Microsoft MFA

Description du poste

The EUC onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Technologies : Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, Office 365 products – Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN / WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities.

IT Tools: SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)

• Basic experience in IT industry
• Good understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing hardware / software installation (understanding of deployment tools like SCCM)
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
• Image deployment using SCCM & Auto Pilot
• Laptop AV / endpoint security management for McAfee, Cortex XDR.
• User data management (OneDrive, Office 365)
• Refresh of old asset from Windows 7 to Windows 10.
• MTR video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Support queue management to avoid SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as business partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging, un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.