Product Support Engineer (Level 2 ) (Rabat)

About our client:

Multinational Company present in several countries, leading provider of IT products and services for the global marketplace including hardware, software, networking, business solutions, and more.

Job description:

For our prestigious client we are looking for a: Product Support Engineer ( Level 2 ) IT Service Desk , to provide a second line of IT technical support and to coach service desk 1st line team for technical proficiency, participating in every aspect of service delivering, your missions revolve around the following :

-       Provide 2nd line support, and conduct quality assurance ;

-       Review and act upon daily reports ;

-       Manage 2nd line stack and user admin team and uphold desk rules and procedures ;

-       Manage joiners and leavers, provide training, install and configure tools used by the service desk ; 

-       Manage and request agents rights for the different required helpdesk’s tools and resources ;

-       Maintain and manage Knowledge Base and SharePoint and provide product training ;

-       Remote control tool assistance provide desk with needed Work instructions and First Checks ;

-       Actively participate and assume responsibilities on the Sense and Respond and Lean process ; 

-       Manage technical change and shift to the left projects ;

-       To liaise with peers to develop team dynamics.

Desired profile:

Professional Qualifications:

Engineering degree in Computer Engineering or equivalent;

ITIL certification (IT service management) or equivalent is is desirable;

English fluency;

Knowledge, Skills:

-       Knowledge and experience on Desktop technical support; 

-       Solid knowledge on Microsoft Office;

-       Solid IT knowledge (client, server, Active Directory, networking);

-       Significant knowledge of IT Infrastructure components (Exchange, Domain Controllers, File and Print  Servers, networking);

-       knowledge of Smartphones systems (Windows Mobile and Blackberry);

-       Significant competency in building and sustaining relationships at various levels;

-       Training and coaching skills. 

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Personal Attributes:

Planner, organiser, Enthusiastic and passionate about the role.

If your profile matches the announcement please send your resume to : sosoffshoringgmail [dot] com