Technical Support Specialist

6 dagen geleden


Arnhem, Gelderland, Nederland FalconSmartIT Voltijd

Position: Service Desk Agent (Dutch)

Contract Type: 6 Months

Location: Remote

Key Responsibilities:

1. Deliver exceptional, prompt, and customer-centric support. Ensure the quality and effectiveness of technical assistance provided to users regarding the technology utilized for product and service support, as well as related software for internal staff.

2. Address customer inquiries within specified timeframes, providing resolutions that meet business requirements while complying with ITIL processes, corporate standards, and service level agreements.

3. Proactively identify, replicate, and resolve issues within areas of expertise in a professional manner.

4. Exhibit proficiency in the latest Windows Operating System and understand Windows naming conventions (files, directories, paths, and drives).

5. Show creativity and initiative in developing thoughtful approaches to work tasks.

Qualifications:

1. Availability to work during designated hours.

2. Basic experience in Help Desk, Call Center, or Technical Support environments.

3. Familiarity with ServiceNow or similar ticketing systems is preferred.

4. Knowledge of incident, problem, and request resolution management for end-user PC hardware and software issues in a Windows environment. Experience with mainframe issues is advantageous.

5. Proficiency in the most current Microsoft Windows Operating System and Microsoft Office Suite.

6. Experience with remote connectivity tools such as VPN and VDI.

7. Basic understanding of TCP/IP and network hardware, including routers, switches, and hubs, along with their functionalities. Familiarity with Microsoft Windows Server technology.

8. Experience with remote assistance tools like Webex/PC Assist or similar applications used for remote support.

9. Knowledge of home networks and Wi-Fi troubleshooting.

10. Experience in Security Administration of Active Directory and/or IBM RACF is a plus, though not mandatory. Familiarity with employee management tasks such as additions, transfers, and deletions, as well as creating security groups and managing server security access, is beneficial.

11. Adherence to ITIL processes and procedures is essential; ITIL framework certification is preferred.

12. Ability to collaborate effectively within a team environment, including participation in rotational assignments or project teams.

Preferred Skills:

1. Strong customer service skills or experience.

2. Adaptability to emerging technologies and processes.

3. Flexibility in scheduling availability (24/7).



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