Support Engineer

PROTEUS EUROPE, ACTING AS AN IT RECRUITMENT AGENCY, ARE URGENTLY SEEKING A LEVEL 2 SUPPORT ENGINEER FOR A 4 MONTH CONTRACT IN BARCELONA, SPAIN.

This is a fantastic opportunity to work in the one of Spains liveliest cities!

FOR THIS ROLE YOU WILL BE RESPONSIBLE FOR THE FOLLOWING:

Receive call from service desk, L-2 Tech support & Executive support team
Provide Hardware break fix 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
Publish local maintenance details, Assist for virus outbreak management/events ( Offshore- Remote support)
Site Inventory management and maintenance
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.
Implement the corrective/preventive action identified
Co-ordination with the other support groups and Domains
Discuss management of risks in advance with the Domain Leads
Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
Escalating to higher management whenever required
Report the status to the higher management

EXPERIENCE REQUIRED:
Minimum 5 to 6 years of experience in Enterprise desktop support experience
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
Very good experience on providing client level support to web conferencing systems like webex or Intercall
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)
Ability to physically move PCs on the floor and to the desks
Ability to work as a team member with good team spirit
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
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.

Available and interested? Submit your CV to us immediately for consideration!