Within a global team, you will be responsible for providing frontline user support to our fast-growing Moscow office and also other offices in EMEA.
Reporting to the EMEA Regional Service Desk Manager, you will work closely with the rest of our EMEA, US and APAC team members, by also supporting remotely other offices.
Our support team is global, and level 2&3 skills are located Paris, France. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment.
You are responsible for user satisfaction and smooth efficient support.
The position may require on average up to one week a month of travel (including travel to Paris for training).
Frontline incident and request management
Monitor the ticketing system for incoming requests, process issues.
Log issues and track even when users come directly to you.
Efficient support to users including senior management and executives
Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.
Communicate to the user on progress in a timely manner
Document issues, analysis, progress, solution in the ticketing system
Ensure process are followed.
Workstation setup management:
setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
Modify configurations, utilities, software default settings, etc. for the local workstation
Assistance and troubleshooting on IT-related equipment: phone system, videoconference system (LifeSize, BlueJeans…), mobile phones and tablets
Local assistance to central teams for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision
For proactive or corrective maintenance,
Or projects requiring local rollouts
Or office projects: new offices, moves, office extensions.
Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
Training to users
Assist with onboarding of new users
Provide basic in-house training about end users services (MS Office, Slack, LifeSize, BlueJeans…)
Find and manage local provider for end-user devices (workstations, etc.)
Manage asset inventory and anticipate hardware needs
Proactively identify end of life user workstations and coordinate replacement
5 year experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
Be able to prioritize and follow up issues with method and efficiency
Excellent communication and excellent reporting skills
Good level of autonomy
Fluent English (written & spoken).
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
Ability to write technical documentation to feed the Service Desk knowledge database
Knowledge of a ticketing system and Service Desk procedures