Senior Analyst with French
Capgemini
Iaşi
3 zile în urmă
source : Jobber

POSITION PURPOSEAND SCOPE OF WORK

  • Providingsecond line technical support for more complex incidents received from the 1stline incident handlers, in respect of clients / services supported;
  • Takinghot calls from 1st line incident handlers when advancedtroubleshooting is required;
  • Applybusiness and technical knowledge to meet resolution targets;
  • Preparetraining materials, scripts and organize / hold training process for new agents;
  • Providingsupport and training for first line analysts;
  • Actingas first point of escalation for the service desk in respect of technicalsupport;
  • Networkconnectivity troubleshooting;
  • VPNConnectivity Troubleshooting;
  • RemoteAccess User Management and Troubleshooting;
  • Laptop / Desktop Performance issues troubleshooting;
  • REQUIREMENTS :
  • ExcellentFrench language skills both verbal and written;
  • Technicalskills (core) :

    Ø Good knowledge andexperience on the main Microsoft products and technologies :

    o InternetExplorer : configuration & parameters

    o Outlook / ExchangeServer

    o MSOffice Suites

    Ø Good knowledge and skills onsecurity aspects and tools (Fire-Wall, Anti-Virus)

    Ø Good skills and experience ondiagnostic methods for troubleshooting efficiency

    Ø Goodknowledge related to client specific tools : Galaxie, Moba etc

    Ø Advancedknowledge of :

    o ActiveDirectory Services / CMI

    o MessagingServices

    o RemoteAccess Services

    o PrinterQueues, Print Servers

    o Networking

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