Titlu Job: Senior Analyst with French
POSITION PURPOSEAND SCOPE OF WORK
- Providingsecond line technical support for more complex incidents received from the 1stline incident handlers, in respect of clients/ services supported;
- Takinghot calls from 1st line incident handlers when advancedtroubleshooting is required;
- Applybusiness and technical knowledge to meet resolution targets;
- Preparetraining materials, scripts and organize/hold training process for new agents;
- Providingsupport and training for first line analysts;
- Actingas first point of escalation for the service desk in respect of technicalsupport;
- Networkconnectivity troubleshooting;
- VPNConnectivity Troubleshooting;
-RemoteAccess User Management and Troubleshooting;
-Laptop/Desktop Performance issues troubleshooting;
. REQUIREMENTS:
§ ExcellentFrench language skills both verbal and written;
§ Technicalskills (core):
Ø Good knowledge andexperience on the main Microsoft products and technologies:
o InternetExplorer: configuration & parameters
o Outlook/ExchangeServer
o MSOffice Suites
Ø Good knowledge and skills onsecurity aspects and tools (Fire-Wall, Anti-Virus)
Ø Good skills and experience ondiagnostic methods for troubleshooting efficiency
Ø Goodknowledge related to client specific tools: Galaxie, Moba etc
Ø Advancedknowledge of:
o ActiveDirectory Services/CMI
o MessagingServices
o RemoteAccess Services
o PrinterQueues, Print Servers
o WiFiManagement
o Networking
