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Field Support Technician
2017-08-21 08:11:27| Space-careers.com Jobs RSS
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK. Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. Package description Full details on application. Main responsibilities Field Support Technician, based at the European Space Agency, Villanueva de la Caada Madrid, Spain For our activities in ESAC, we are currently looking for a Field Support Technician to provide support to a permanent user community of around 320 users. The support to be provided will be varied and will include DellHP and Windows operating systems Apple MacBook Pro and OS X IBM Notes Microsoft Office Mobile and smart phones Network and local printer support Local Service Desk support Third party liaison Imaging computers with Microsoft SCCM. The candidate will cover the following tasks Inventory, warehouse management, asset lifecycle management 2nd level call resolution of desktopprintingmobile devicetelephone incidents and breakfix 1st level call handling and resolution as Local Service Desk Interface with the Central Service Desk on call resolution statusescalations Interface, coordinate and schedule 3rd party maintenance and support Communicate with endusers users on call status, installations, relocations and recovery of equipment Explain to endusers the available services and how these should be requested Assume ownership of tickets, continually monitor tickets and follow them up as required to ensure target resolution time are being met Report on call resolution status and escalations Perform desktopprintermobile devicetelephone installationsrevocations Maintain HowTo information and supporting the production of instructional materialwork instructions Schedule and execute the hardware refresh according to contractual lifecycle Securely erase data from endof life PCs and prepare them for disposal. Ideal candidate The ideal candidate should have previous experience in the field of duty, ideally in providing IT workplace support services for a large organization. Required qualifications, skills and experience are Excellent customer facinginterpersonal skills Asset management tools Incident handling tools BMC Remedy ideally Ability to prioritise and evaluate criticality of issues and incidents Experience with desktop, printer and mobile hardware and supportmaintenance Good knowledge of Microsoft Windows 710 including deployment and software distribution and Microsoft Office 201020132016 suite Basic knowledge of Active Directory Good knowledge of IBM Notes client configuration and support Apple MacBook and OS X support Microsoft and Apple Certifications would be an advantage Knowledge of ITIL processes would be an advantage Excellent spoken and written English skills Spanish is desirable but not mandatory. As well as being a prerequisite for the fluctuating technical environment, flexibility is also required for covering the helpdesk, covering the extended day and for the occasional operational support during events. Please note that the closing date for applications is on 15092017. Important Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered. Data Protection When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time. About the company Serco Services GmbH, part of the Serco group, A FTSE250, Multinational Service Provider with over 60,000 employees worldwide. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here. Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action. If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you
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support technician
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