Technical Support Engineer 2nd & 3rd Line

FRENCH, ENGLISH, CCNA, MCSE, WINDOWS 2000, REMEDY, ACTIVE DIRECTORY, CLARIFY AND CLARITY XP AND 2007 SERVER OPERATING SYSTEMS

TECHNICAL SUPPORT ENGINEER 2NDbilingual (FRENCH/ENGLISH AT BUSINESS LEVEL) individual capable of thriving in a fast paced and high pressure environment as an IT Support Technician. This individual must be a highly seasoned IT professional capable of providing desktop support for our client. Based mainly in Paris; La Defence but may be required to travel across a number of office locations in Europe.

RESPONSIBILITIES:
Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals
Makes timely and accurate diagnosis of system related problems between hardware, software and network related problems, and work in conjunction with other IT operations/engineering groups to provide resolution
Will be required to lead problem resolution activities among multiple parties in order to get technology incidents and problems resolved
Will be expected to take ownership for assigned incidents and problems
Responds to request for service with experience and compliance in established time limits
Develops/maintains support document for use by all levels of support personnel as well as end-user documentation
Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems
Maintains other relevant computer peripheral devices such as Monitors, Printers, and video teleconferencing problems
Supports drive imaging for desktop/laptop systems
Incumbent is required to travel to satellite locations as needed
Participates in weekly meetings with Global Service desk staff to get updates and discuss Help Desk related matters
Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices

SKILLS/EXPERIENCE REQUIRED:
Proven experience in 1st/2nd/3rd level Corporate IT support, gained in a multi-site IT operations environment
Proven experience of configuring and administrating Servers, workstations/laptops and associated software
Excellent problem solving skills, ability to take ownership of the work assigned, and deliver results timely, reliably and correctly
Ability to produce reports against service levels and KPI's
Experience working on large projects and delivering against timelines
Excellent organizational, communication, and technical skills with a strong customer service orientation
Must have working knowledge across all the IT disciplines including hardware, software, telephony, video teleconferencing, and connectivity
Able to perform root cause analysis
Ability to establish strong relationships with individuals at the management level
Ability to communicate effectively with both technical and non-technical teams
Ability to work independently while collaborating with remote teams in a fast paced environment

PREFERRED EXPERIENCE - BUT NOT ESSENTIAL
Experience with some of the following ticketing systems Service Now, Remedy, Clarify and Clarity
Microsoft Certified Systems Engineer (MCSE)
Cisco CCNA certification
ITIL Foundation Certificate
Experience working with Active Directory, domain services and Back Office/infrastructure application installation and support
Knowledge of server and network communications equipment, protocols (ie DNS and TCPIP), transmission media, security and network management practices
Knowledge in storage and backup technologies
Experience with Windows 2000, XP and 2007 Server Operating systems and associated applications
Experience working with Active Directory, domain services and Back Office/infrastructure application support
Experience supporting MAC OS and MAC hardware (Mac Book Air, Mac Book Pro)