DSS L1 - LISBON, PORTUGAL - BF

We are looking for independent professionals who are available to provide IT support on demand to our clients. 

The position of Deskside Technician On-demand; performs troubleshooting, repair, and preventative maintenance of end-user computing equipment and peripheral equipment at corporate locations. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Responsibilities:

• Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution;
• Manage IMAC and desk-side support services;
• Manage hard and soft break-fix services for laptops and desktops;
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools);
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor;
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise Customers of any potential user training requirement and automation;
• Ensure that each Desktop Device is installed with the appropriate Desktop image;
• Manage Desktop Devices (hardware and software) incidents through to resolution;
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements;
• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable like for MI calls;

Requirements:

• Knowledge and experience with Windows 7 OS;
• Good to have knowledge of AD and smart hands and feet support;
• Good to have knowledge and experience in supporting MAC devices and tablets;
• Experience with Service Management tool ex-Service now;
• Should have good expertise in EUC tools, remote support tools, MS Office, and Outlook, preferable to have a good understanding of Lync, VPN, and mobile device support;