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Senior IT Support Analyst

POSITION SUMMARY:

The Senior IT Support Analyst serves as first and second level field support for company sites throughout the EMEAI region. The primary responsibility of this role is to be the primary line of IT support for local and remote users. This position is responsible for responding to IT support requests from end users via incoming telephone calls/email communications/trouble tickets and assisting on users requests, and other duties as assigned. Due to the customer facing nature of this role, interpersonal and communication skills are crucial.

TARGETED OUTCOMES:

  • Build strong relationships with team members and develop effective team processes to meet organizational goals
  • Exercise effective communication techniques with an emphasis on coordinating strategic events and increasing awareness of elevated reactive situations
  • Understand, utilize, and improve the in place processes to align great customer service with SLA requirements
  • Contribute to the efficiency and improvement of the IT organization by identifying, resolving, and eliminating issues
  • Communicate, evaluate, and set desired outcomes for IT Support Vendors within Ascends remote offices.
  • KEY RESPONSIBILITIES:

    (This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.)

  • Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, walk-ups, etc., and provide hardware, and application support, such as PC, Network Printers, Smartphones, in accordance with current standards and SLA’s.
  • Work with users, support analysts, and other IT teams to appropriately diagnose the nature of company problems and resolve software, hardware and telephone device issues as well as access requests and other support requests/troubleshooting
  • Responsible for imaging, configuration and deployment of new Windows workstations and any/ all Desktop software
  • Support as required for Radio Frequency devices, Handhelds and Wireless Access Points
  • Answer inquiries received at the Help Desk and accurately classify, prioritize and record the service requests
  • Special projects as identified
  • Schedule and evaluate work done by 3rd party IT support vendors.
  • EDUCATION AND EXPERIENCE:

    TECHNICAL:

  • Microsoft operating systems and office products
  • Experience with Dell desktops and laptops and Apple products (iPads, iPhones and Macbooks)
  • Printer configuration and support
  • Networking - Cisco switches and wireless AP's
  • VoIP phones and systems
  • BEHAVIORAL:

  • Excellent Customer Support skills
  • Good leadership qualities
  • Able to work within a fast paced, changing, high energy environment
  • Able to communicate effectively within a virtual team environment
  • Strong analytical, quantitative and problem solving skills
  • Able to work independently with limited supervision
  • Detail Oriented
  • Proactive; internal drive to continuously and successfully meet goals
  • Mentoring and escalation support for level 1 IT Support
  • BASIC REQUIREMENTS:

  • Bachelor degree in IT or equivalent experience
  • Minimum 5 years of experience supporting applications, hardware, and windows operating systems
  • Experience in supporting an environment of > 100 users
  • Able to travel up to 20% if needed.
  • Ability to make IT industry support decisions based on best practice and experience.
  • Able to troubleshoot complex issues within an enterprise environment independently or with other IT support teams including but not limited to networks, servers, enterprise applications, desktop applications, desktop hardware, etc...
  • SPECIAL REQUIREMENTS:

  • Hold a valid driver's license with a clean record
  • Language requirements: English/Italian/French (Dutch: nice to have)
  • PHYSICAL REQUIREMENTS:

  • Able to lift and carry equipment such as printers, PC's and monitors:Must be able to lift up to 20 KGAble to push/pull up to 10 KGAble to carry 5 KG or less
  • Able to climb up to 5 flights of stairs

    Senior IT Support Analyst

    Ascend Performance Materials, Ottignies-Louvain-la-Neuve
    Categories: 
    IT Support, Developer
    Degree Level: 
    Bachelor
    Career level: 
    Senior
    Apply before: