deputy manager - Cary, United States - HCL Technologies

HCL Technologies Cary, United States

2 weeks ago

Description

Job Description (Posting).

Technical maintenance engineer

Telecoms / FSOMissionProvide technical support to end users (administrative and operations employees) for desktop computers, applications and related technology.

Interaction with multiple levels of end users, managers, VIPs and technical staff is required.

Support includes specification, installation, and testing of computer systems and peripherals in accordance with standards and rules established by our client.

A good understanding of general IT services is required, in order to provide technical support to both local and offshore teams in charge of network, IT security, servers and telecommunications (mainly mobile telephony).He/she must be able to interact in French and English with teams based in France, Poland and India.

He/she has to be localized on Lyon or regions around, and to be fluent in French.

The functions include (but are not limited to):

Accurately testing, identifying, repairing, resolving and documenting end-user technical issues for : Desktop, laptop and workstation support, basic connectivity support (fixed and mobile telephony, VOIP) basic printer support.
Troubleshooting and resolution of software problems. Ability to install, configure, reconfigure or reinstall software, including remote installation
Remastering of computers/hard drives to customer standards
IMAC function, including installation and decommissioning
Backup and restore settings and associated system administration activities
Prioritization of support and service requests using the "Service Now" ticketting application
Training and knowledge sharing between internal teams on hardware and software usage.

Experience / Skills Requirements:

At least 3 years of experience as an IT support/maintenance technician
Strong experience in user support
ITIL knowledge (ideally certified)
Strong Microsoft Office skills (Outlook, Word and Excel)
Strong Microsoft operating system installation and troubleshooting skills
Strong desktop and workstation installation and repair skills
Experience in computer related services with knowledge of network, server and telecom basics
Network, VOIP and also Smartphone and MDM skills.
Experience in remote control of PCs and knowledge of video conferencingYour strengths
Fluent in French, good level in English to support users.
Smartphone and MDM skills
Very good written and verbal communication in French
Good understanding of ticketting tool
Good level of English (must be able to work with teams that only speak English)
Very strong customer orientation (sense of service)
Taste for detail and rigor
Autonomy (while knowing how to report to your manager)
Ability to get involved
Be versatileVarious
Oncall (team rotation)
Driving license (with sufficient points)
Occasional intersite travel in the Rh neAlpes region, with a service vehicle provided (1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

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