IT support engineer

Responsibilities:

• Receiving and resolving customer complaints related to internal systems installation and configuration changes by telephone and through the self-service Service Now;
• Registration of all complaints in the dedicated application.
• Ticket escalations that require the intervention of level 3 of support or the support of IT service providers
• Install and configure IT equipment: desktops, laptops, thin clients, tablets (2in1), peripheral;
• Managing IT systems so that they function in optimal parameters, including the virtual environment (VDI);
• Making clones for each new model of equipment: desktop / laptop / Thin Client / tablet (2in1);
• Preparing test plans for system configuration HW / SW including virtual environment;
• Checking and testing functionality of new IT equipment models: desktop, laptop, thin client, tablet (2in1), printers;
• Participation in the analysis, testing and implementation phases of IT projects;
• Creating procedures and work instructions as well as updating and improving the existing ones;
• Ensures proper maintenance of the CMDB and inventory of IT equipment.
• Distribution of update packages for applications or OS using SCCM.

In order to be able to easily integrate, here are the requirements:

Education:

• Technical, economic university studies or relevant work experience

Relevant experience:

• At least 2 years experience in IT service delivery

Technical knowledge:

• Advanced knowledge of troubleshooting, installation, configuration, administration of Windows OS
• Medium Mac OS troubleshooting knowledge
• Backup, restore, create Windows system images
• Knowledge of use and operation of administration tools: SCCM, Active Directory, McAfee Policy Orchestrator, Powershell scripting
• Advanced knowledge of the Microsoft Office suite
• Hardware and software troubleshooting skills
• Knowledge of data recovery and viruses
• Average knowledge of communication protocols
• Optional ITIL Foundation certification
• English - intermediate level