First Line Support Engineer

For the Office for Harmonization in the Internal Market in Alicante, Spain, we are looking for a first-line Support Engineer.

POSITION SUMMARY:
Provides customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing over the phone and remote communication technologies to service the end user.

JOB PURPOSE

- To provide a centralised contact for IT users that follow ITIL principles to deliver a continually improving IT service to all staff and stakeholders.
- Provide 1st line support for 800+ users for all IT and facilities enquiries
- Provide Desktop, PC, laptop, IT equipment support for all users. Troubleshoot, diagnose and test all issues raised using Remedy.
- Where required escalate to the relevant technical areas.
- Maintain high degree of customer service for all support queries and adhere to all service management principles.
- Take ownership of user problems and be proactive when dealing with user issues
- To log and update calls on the Remedy system
- The ability to work under pressure to meet deadlines whilst maintaining quality of service
- Interface with various groups to ensure communications are effective, that optimum and timely service is provided to users
- Resolve a high percentage of calls at first point of contact with the users
- Ensure that written responses are accurate, professional, clear and concise
- Flexibility to work on a shift rota (12 hours x 5 days per week currently)
- Ability to prioritize and deliver service, to agreed Service level agreements within a diverse and constantly changing Technical environment.
- Work as part of a team, with a positive can-do' attitude, sharing advice and workloads to
- Provide the best possible service to our customers

TECHNICAL SKILL-SET

- Remote Support of PC, NetPC's (Thin Client), Laptops and peripheral devices, mobile phones and PDA's
- Resolution of incidents across the OHIM's computing environment, relating to the above products and technologies (problem diagnosis, troubleshooting, escalation to external product suppliers and reporting via the Service Desk).
- Support of Anti-Virus services
- Support of System Management products and tools for the Windows platforms.
- Production of technical documentation (compilation of User Guides, documentation of procedures etc).

SKILLS EXPERIENCE

- Proven experience in the above mentioned tasks is essential.
- Very good knowledge of Windows XP Professional-Windows 7 (Microsoft certification 70-685).
- Very good knowledge of MS Office 2002/2003/2010
- Knowledge of Windows installation and deployment tools.
- Good knowledge of PC hardware.
- Knowledge of networking (TCP/IP, MS-Networking, Dial-up networking, Remote Access Server, VPN)
- A VERY GOOD WORKING LEVEL OF AT LEAST 2 OF THE FOLLOWING LANGUAGES: SPANISH, FRENCH, ENGLISH, GERMAN.
- Excellent interpersonal relations skills.
- Ability to participate in multi-lingual meetings, ease of communication on technical matters.
- Knowledge of Remedy System or equivalent
- Awareness of ITIL for Service Delivery and Service Support.

Other:

- Any other duties commensurate to the job and as requested by Management.
- To undertake any training required in order to maintain competency
- To contribute to and work within a safe working environment