Support Agent

Provide high-quality proximity support for end users, i.e. on-site interventions to deal with incidents and requests impossible to resolve remotely.

· Workstation provisioning.

· Loan and support of mobility equipment (e.g. mobile phones, smartphones, laptops, tablet computers).

· Peripherals management (install, connect and troubleshoot printers, scanners, multifunctional devices, etc).

· Implement IMAC requests (Installation, Move, Add, Change), (including but not limited to PC installation/configuration and move).

· Support to Logistic Services:

o Provide stock management,

o Tracking of equipment: track ("scan") the equipment and its (new) location, in order to upload the file to the database.

o Referring major hardware or software problems or defective products to vendors or technicians for service,

o Small & Medium Scale Logistics actions (SMSL) (e.g. PC and peripherals moves in the context of new users’ arrivals, user’s office relocations, annual Mobility / Rotation exercise)

· Support for audio/video-conferences (e.g. help for the establishment of connections, testing, basic troubleshooting, etc)

· Escort in EEAS buildings the 3rd party technicians that have to intervene on-site in order to provide technical support (e.g. replace failing hardware).

· Escalate to competence group when required.

· Follows established processes and procedures.

· Propose and improve Knowledge Base articles.

· Reinforce the First Line and the VIP Support teams, in case of exceptional workload.

• Good Knowledge of WKS Administration (Windows 7)
• Basic knowledge of Server OS (Windows 2003, 2008) and Active Directory.
• Very Good Knowledge of Office applications (Office 2010).
• Knowledge of Basic System Administrator tasks
• Account management
• Network setup and protocols
• Backup/ restore procedures
• Antivirus management
• Patch and software distribution – Scanning and Printing understanding.
• Excellent communication & "soft" skills.
• Ability to work under stress, while keeping a positive attitude.
• Excellent service attitude and commitment to quality.
• Pro-activeness and reactiveness.
• Analytical mind

we offer a fulltime contract and potentially a company car