Context Halian is currently looking for a Support Engineer Level 2 for our major client in Luxembourg.
The IT Support Engineer Level 2 will provide IT services and IT operational activities for the users.
The IT services include deployment, maintenance, support of IT systems (Pcs, Hardware, software, and peripherals.) Job responsibilities Take care of User Request or Incident by phone, by mail or face to face.
Log all requests and follow-up actions in the appropriate Ticketing tools.
Making an initial assessment of incidents (software and Hardware) and resolve them in accordance with our procedure and quality approach Diagnose, prioritize and escalate unresolved cases to support / technical team.
Keeping customers informed on incident status and progress.
Managing the incident life-cycle; including resolving and verification.
Find workarounds to keep computer Hardware and software systems running with minimal downtime.
Identify and escalate urgent or critical situations and information to management.
Stay current with system information, changes and updates.
Manage the service Mail box.
Documentation on IT Subjects, create How To Technical and specific skills Have a good working knowledge of computer systems Have a good understanding of IT infrastructure Good knowledge of Network Good knowledge of ticketing tools (like BMC / Remedy) and configuration management tools (like SCCM 2012) Good knowledge of Microsoft and Adobe product Good knowledge of Pcs / iPads Knowledge of VoIP phone Knowledge of iPhone Personal and other skills Communication and pedagogic skills Good interpersonal skills Ability to prioritize, work under pressure and meet deadlines A patient and methodical approach Ability to work alone or as part of a team Respect of the scheduling Possess good working knowledge of English and French languages (oral and written) Knowledge of ITIL Details Contrat : CDI Start date : ASAP Location : Luxembourg
