\\nJob Description:

Responsibilities :

• Act as Expert and making sure all End users tickets to be resolved with Technology Service Desk.
• Various remote access solutions like VPN, Citrix Director, etc.
• Swift troubleshoot experience with WIFI, printing, network issues, shared drives /mailboxes
• Root cause analysis, attend weekly global call with L2 / L3 and Engineering
• Liaise with Product Owner or Engineering
• Confident communicator that can explain technology to non-technical audience by understanding client needs and translating this into products and services
• Strong team player with service-oriented attitude and customer focus
• Demonstrates analytical, problem solving and documentation skills

Necessary Skills and Abilities

• 5+ years of End User support experience, preferably in a large organization
• Proficient in English language (Verbal/Written).
• Required to work in shifts
• Provide workstation support (Thin Clients, Microsoft Surface Pro, Bring Your Own Device as well as Mobile Devices)
• Define workarounds for known errors and initiate process improvements
• Contribute expertise to the Management of existing and new IT products as well as services
• Hands on experience on application level troubleshooting

Knowledge /Skills

• Profound experience in MS Office 2010 application suite (MS Teams, MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook), Office 365, Splunk, Citrix and Skype for Business
• Azure DevOps experience
• Hands on experience in troubleshooting Password, Windows 10, MS Outlook, O365, Skype and mobility products for end user applications
• Swift troubleshoot experience with WIFI, printing, network issues, shared drives and mailboxes
• Ticketing tool \\xe2\\x80\\x93 GSNOW or any other
• ITIL Foundation, CCA-V, CCP-V , MD-100 certifications.
• Good to know other regional languages (Italian and French) verbal/written.

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