Level 2 Support Engineer

Proteus Europe, acting as an IT recruitment agency, are currently seeking a Level 2 Tech Support Engineer for a 6 month initial contract working with a multinational client in Rotterdam, Netherlands.

If you are immediately available and looking to work in a fast paced environment this is the role for you.
Your responsibilities will include:

" Receive calls from service desk, L-2 Tech support & Executive support team
" Provide Hardware break fix services for laptop, desktop, printers and scanners
" Provide hardware upgrade services for laptop, desktop, printers and scanners
" Receive new desktop orders and provide MACI ( Move, Allocate, Change and Install) services
" Provide L3 desktop support,Provide L2 LAN support ( LAN admin support with touch services)
" Technical support for Voice and Video conferencing
" Co-ordination with vendor,Co-ordinate with offshore and onsite tech support team
" Identify and Share/recommend new products (H/W & S/W) for evaluation
" Provide support for sales team ( Remote/Roaming users) and Provide assistance for S/W distribution across network
" Provide assistance for antivirus management
" Trouble ticket maintenance and Maintain file and print Servers ( Location specific)
" Conduct user awareness sessions/trainings to end users on new technologies
" Publish local maintenance details, Assist for virus outbreak management/events ( Offshore- Remote support)
" Site Inventory management and maintenance
" Attend weekly/Monthly review meetings with onsite and offshore team and Generate and provide weekly/monthly activity reports
" Attend regular trainings and learn new technologies as required and conducted by the employer
" Escalate the issues to management or next level as needed,Provide support for asset disposal services
" Generate and provide weekly, monthly activity and other reports
" Escalate and Coordinate with remote support team at offshore to get the user issues resolved
" Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and other global team
" Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
" Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.

Your technical skills must include:

" Minimum 5 to 6 years of experience in Enterprise desktop support experience
" MCSE or MCP on windows 7 and A+ Certification is essential
" Exposure to ITIL delivery processes ( ITIL foundation certificate will be an added advantage)
" Excellent experience in installation and troubleshooting MS Office, Adobe Acrobat, MS Outlook,MS Visio,MS front page, MS one note, MS Project, MS Internet Explorer and other standard desktop applications
" Very good hands on experience on Lync, Webex, RDP, Remote desktop support, MS Terminal Services, CISCO VPN, BMC Remedy service management tool, MS SCCM Client, Comvault back up and Disk keeper disk wipe software
" Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience/exposure to virus outbreak management
" Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
" Installation experience on MS .Net, Sun JAVA client,MS Direct X,IBM DB2 client,SAP GUI client will be an added advantage
" Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.
" Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems
" Exposure on technical support to Apple iPhone, Blackberry and other PDA devices
" Excellent hands on experience in installation and troubleshooting desktop, Printers, Laptop and other computer peripherals hardware problem
" troubleshooting network printer issues, file server issues with exposure to handle dell Servers
" Excellent communication and documentation skills are mandatory
" Very good knowledge about enterprise LAN and WAN setups with hands on experience in troubleshooting and identifying network issues
" Exposure to MS ADS and user ID management
" Ability to co-ordinate with different internal support groups ( Like Network, Messaging, Security and change management teams)
" Good understanding about tiered infrastructure support services in a managed services model
" Experience in working with Onshore/Offshore teams
" Experience in working with cross-functional teams (IT Service Management framework)
" Ability to effectively communicate with global teams for issue escalation and problem resolution
" Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift/move computer equipment (up to 40 to 50Lbs)
" Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus).
" Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company
" Strong influencing and relationship management skills
" Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
" Self-driven and resourceful to achieve goals independently as well as work well in groups.

If this sounds like the right role for you then let us know and send us your updated CV as soon as possible!