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IT Client Services Technician

Maurens-Scopont, Maurens-Scopont
Job Title: IT Client Services Technician
Location: Vira Solelh, 81470 Maurens-Scopont, France
Duration: 6+ Months (Contract To Hire)
Summary
Become part of an organization that is passionate about customer service through focus on process, people and technology. Client IT is an exciting organization comprised of technical professional employees who are dedicated to empowering the productivity of Client’s workforce worldwide.
 
Provide hardware and application support to local and remote employees across multiple Client sites. Partner with other members of Global Operations & Infrastructure support staff to provide timely and quality support services to Client’s internal user community.
 
Responsibilities:
  • Provides support via telephone; remotely manages client machines located throughout various locations including employee cubicles, clean room labs, manufacturing line and remote sales team  
  • Provides elevated support to Client’s Executive Management staff and their admins
  • Support corporate meetings and other off-site events
  • Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners   
  • Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate next level support as appropriate to more senior technical support associates within the IT department
  • Visits employee at cube-side for hands-on support as needed
  • Build and deploy new hire computers/upgrades and RMA/warranty repairs
  • Unpacking pallets/boxes of desktop and laptop computers in large quantities
  • Imaging a variety of machines including Windows 7, Windows 10, Mac OS
  • Creating and enabling/disabling accounts working within Active Directory on Windows servers
  • Install applications via electronic delivery
  • Application support, including general account creation, password resets, installation and general troubleshooting
  • Routinely screen work orders and distribute to appropriate subject matter experts
  • Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
  • Provide problem resolution to the end-user, work with users to determine problem and classify level, priority and nature of problem
  • Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
  • Provide support globally – supporting employees located outside their region and accommodating to different time zones
  • Participate in special projects as required
 
Required Knowledge, Skills and Abilities:
  • 3 – 4 years related experience
  • Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10. OSX, Microsoft Office products
  • Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs   
  • Experience with Active Directory, Outlook, Exchange, Antivirus and Security applications
  • Be able to provide user-friendly support and instruction to computer users
  • Comprehensive understanding of current computer hardware and software technologies
  • Excellent verbal and written communication skills
  • Understanding of LAN / WAN Networks and Cisco VPN
  • Familiarity with iPhones, iPads, Cisco IP phones, Aircards
  • Maintain strict confidentiality and respect for the purpose of ensuring network security
  • Must be able to learn new technical skills and quickly adjust to fast changing priorities and deadlines
  • Have experience installing and troubleshooting PC systems in a regulated network environment preferred
  • Previous experience in a call center environment providing technical support via remote tools preferred
  • Must be able to provide support outside of the regular business hours (weekends, holidays, etc.) as required.
 
Preferred Qualifications:
  • Bachelor’s Degree in Information Technology, Computer Science or equivalent
  • Associates degree, Microsoft Certified Professional (MCP) or equivalent certifications
 
Physical Demands:
  • Must be able to lift at least 50 lbs
  • Must be able to stand/walk for long periods of time
 
 

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