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IS Support Tier 1

Reiter Affiliated CompaniesAgadir, Morocco

Il y a plus de 30 jours

Description de poste

Job Summary

The IS Support Analyst provides client and technical issues resolution for end users via email, Chat phone, in person or other electronic medium for Reiter Affiliated Companies. The IT IS Support Analyst personnel will work in conjunction with other IS staff , FDC Staff , to fix any other related issue regarding IS and will provide training to clients in the use of systems and applications in Reiter Affiliated Companies. This position will obtain general understanding of All applications , Systems operations related to company offered services; and identify and correct or advise on operational issues in client computer systems and recommend appropriate resolution. Must have excellent technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer oriented and patient to deal with difficult customers.

Responsibilities Include

Assist in Help Desk Support Level 1 and provide Field Support in off-site locations.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, email , chats or over the phone.
Install, modify, and repair computer hardware and software.
Resolve technical problems with Local Area Networks (LAN), Applications and other systems.
Install and configure OS, software, drivers, utilities, etc. (desktops and laptops).
Install computer peripherals for users with appropriate software.
Perform upgrades, as needed.
Respond to queries either in person or over the phone.
Write training manuals.
Run diagnostic programs to resolve problems.
Assist in ordering equipment
Serve as the first point of contact for customers seeking technical assistance over the phone ,chat , Application or email
Provides tier 1 support troubleshooting and resolving issues
Direct unresolved issues to the next level of support personnel
Ensure the proper operation of the users equipment’s, supporting to solve their problems in the software and hardware, monitor the proper use in accordance with company policies.
Ensure the proper operation of the users equipment’s, supporting to solve their problems in the software and hardware, monitor the proper use in accordance with company policies.
Walk the customer through the problem-solving process
Responsible for tracking inventory of all hardware and software.
Support the incorporation of new technologies to optimize existing ones.
Identify and suggest possible improvements on procedures.
Other duties as assigned

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES :

Ability to :

Create and prevent and maintain technical documentation to insure efficient planning and execution

Ability to work independently must be a go-getter and take initiative on a regular basis finding ways to avoid problems. Proactive thought process to avoid future mistakes rather than just fixing issues after they occur.

Initiative and ability to research problems independently, finding root causes

Emphasis on sharing of knowledge through good communications, peer-to-peer training, and written documentation.

Strong communication skills.Empathy with the people.

Positive customer service and team attitude (helping others when required)

The ability to perform at a high level providing quality work, while having good organizational skills.

The ability to read, write, and speak the English and French language.

EDUCATION AND EXPERIENCE :

Informatic Engineer , Systems Engineer, or Equivalent

2 years experience

Experience in Windows 10, Installing and troubleshooting Network Printers, General ,Office ,Applications (Microsoft Office), setup and troubleshoot DSL connections

Travel Requirements

Ability to travel 10 percent of the time – domestic and international

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Support • Agadir, Morocco