It Support Technician

1 semana atrás

Lisboa, Lisboa, Portugal Jaeger Lecoultre Richemont Tempo inteiro
IT support Technician
  • Level 2 MAIN PURPOSE Reporting to the IT Regional Manager based in Geneva and representing the Group Platforms department, the Field Services Engineer (FSE) is a member of the Field Services and Support (FSS) team.
The role is accountable for ensuring effective support across the FSS perimeter, especially for cases assigned to the Technical service under his scope of responsibility and that require either remote or physical presence to be resolved.

Additionally, FSE will assist in the continuous enhancement of the IT Services provided at a regional level in alignment with Group Platforms and the business objectives of the organization.

The ultimate aim being to deliver a high quality, truly value added service to the business users, actively engaging these users in the technology available to them.

In this context, the FSE works closely with his regional peers, Group Platforms supports teams and interacts with the business representatives in a complex international environment.

In the future, this role might require to manage people under the geographical perimeter.
KEY RESPONSIBILITIES Service Management Delivery, support and monitor the Group Platforms services Support the customers through Incident and Service Request management Setup and maintain the local infrastructure Produce/share the KPI and maintain acceptable evolution trends Identify and report potential risks Proactively report any project / activities expressed by an entity Follow, contribute, seek for evolution and promote the Group Platforms standards Stage, deploy and administer components within your area of expertise Monitor and report proactively the IT Infrastructure and services under your supervision Ensure proper operational follow-up and escalation to the relevant IT support team Provides excellent Customer Service and a real added value to clients via the different communication channels available Promotes best practices and ensure "operational excellence" Applies a flexible approach working on a rotational support model within the FSS team Finance Management Participate to the budget elaboration as well as the quarterly review Prepare the inputs about the hardware / maintenance under FSS local scope Propose any necessary changes/amendments to the budget Project Management Participate to the project / activities roadmap and the 3 year plan elaboration Capture proactively the activities from the relevant entities / Group Platforms Book the relevant resources in order to participate to the delivery Follow and promote the Group Platforms project management methodology Skills: 3 to 5 years' experience in a complex international environment Hardware installation and management Software installation and troubleshooting Knowledge and experience of Cisco and additional Networking technologies LAN & WAN Management Network monitoring tools Knowledge of AWS & Cloud migrations Knowledge of network and Wireless configuration Planning and reporting Documentation creation and management ITIL ticketing environment AGILE approach Communication and soft skills English mandatory – any other language is a plus

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