Level 2 Deskside support technician H/F

Job Purpose and RequirementsManage all incoming IT production issues and requests- Create tickets if not already created- Answer and resolve:               §  “how to” questions,               §  Issues related to workplace services (desktop/laptop/VDI/printer,..)- 1st level of troubleshoot for any other incoming request and issue               §  Resolve or assign ticket to the relevant 3rd level resolver groups.Work in conjunction with the Senior Support groups;Involve Major Incident Management Team when suspecting a severe issue;Effectively & efficiently manage team’s queues accordingly to ticket priorities and ensure timely resolutions;Install, diagnose, maintain and upgrade all organizational hardware and equipment ensuring optimal performance and user experience;When necessary, liaise with third-party support and PC equipment vendors;Manage stock level and inventory of IT equipment;Complete daily/weekly tasks as required;Fully document fixes to capture knowledge and contribute in Knowledge management;Ability to interpret technical information and present it in simple terms for a less technically aware audience;Identify improvement opportunities for procedures and for IT Services. #J-18808-Ljbffr