Workstation and Microsoft Tools Support Analyst (2nd Level)

Workstation and Microsoft Tools Support analyst

Workstation and Microsoft Tools Support analyst is in charge of the second level of support.
He handles incidents related to workstation, printers, software packages, Microsoft patches&
He acts as second line between the service desk and the problem management team.

Key Responsibilities

Resolve known errors incidents related to workstation, printers, software packages, Microsoft
patches.
Escalate unknown issues or problems to the problem management team
Document solutions that can be delegated to the service desk
Support on application source control: missing files/mirror updates&
Organize information sessions with the service desk in order to transfer technical knowledge on new
projects or changes.
Create, support, configure the Windows printer queues
Offer support on Workstation antivirus: Symantec End Point

Knowledge, Skills and Experience:

Strong knowledge on Windows 7 Configuration and Support
Good knowledge of principles of applications deployment
Good analytical and questioning skills.

Specific skills requested:

Windows Seven OS support level 2
Outlook 2010 and Lync 2010 client support level 2
Printer management server and workstations sides Canon Uniflow HP Zebra&.
Lotus Notes account management
Lotus Notes Applications and server support

Education, Qualifications:

Minimum 3 years of Service Desk experience or in a similar position
Microsoft certified IT professional Windows 7 is a plus
ITIL v3 Foundations certified is a plus
Strong affinity with IT evolutions
Fluent in English