Une société tunisienne cherche des techniciens en informatique (IT help desk) bilingue
- Italien/Anglais. (L'italien est obligatoire )
Mission :
Roles & Responsibilities
Experience Level: 1-4 Years
Location: Remote or work from home
Language: Good Read / Write and Converse skills on Language –
Italian/English. (L'italien est obligatoire)
Job Description
· Meet established service level metrics for call response, technical support, and customer service.
· Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
· Log Incidents / call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
· Use remote tools to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices and other mobile smart phones).
· Follow and complete Help Desk opening and closing checklists.
· Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.
· Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
· Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
· Perform in depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.
· Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
· Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.
Requirements
Skills
Previous experience providing remote Help Desk / Service Desk support (this is a must).
Good customer care skills.
Should have previous working experience in the following:
Desktops / Laptops / Peripheral Devices (Printers/scanners, etc.)
MS Windows 10 / Windows 11 Desktop Operating System.
MS Office Applications – MS Outlook Client Installation, setup, and troubleshooting including PST Files.
Antivirus Software.
Basic Trouble shooting skills in networks: LAN, Wireless LAN, Video Conferencing, Audio Conferencing.
Mobile Devices (Tablets and Phones): Apple, Android, Microsoft, Blackberry.
Active Directory – User Account Management
End User Laptop / Desktop – Image configuration and software patch update.
Virtual Desktops (VDI).
Basic Applications Support: Based on Standard Operating Procedures (SOPs).
Experience using a ticketing systems (BMC Remedy or Service Now)
ITIL v3 Certification is a plus
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