Senior Technician

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

Act as a point of escalation within the EUC for more complex or in-depth issues
Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
Take on role of Incident Manager when required or directed by management
Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the End user Computing Team
Train and mentor more junior EUC agents
Provide first level Incident logging and resolution, or re-assignment to other teams
Provide Service Request Fulfilment for IT Services
Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
Adhere to and promote all applicable official SES policies, procedures, and standards.
Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
Be proactive and responsive to customer needs
Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
Actively participate to the Lifecycle management of all End User Computers within SES including:
- Deployment
- Maintenance
- Renewal
- Disposal Management
- Intunes
- JamF Apple
- Company Portal
Provide remote user support through appropriate technical tools
Create and maintain EUC related Knowledge articles and support documentation as requested.
Support 24/7 Business operations by working in a shift environment which may be outside of typical business hours
Participate in after-hours on-call rotation for end-user support

Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment

Expertise in

- Deployment
- Maintenance
- Renewal
- Disposal Management
- Intunes
- JamF Apple
- Company Portal
- Printer
ITIL Process professional with core IPC , SLM,CMDB ,MIM, Release management, Asset Managemnet, license management
Thorough understanding of Cloud concepts
Working knowledge of the Microsoft Power Platform and the ability to create custom flows or applications.
Working knowledge of Azure service portal and the ability to navigate it

Working understanding of software development concepts and experience with with script are considered strong assets.
Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
Ability to work internationally in a matrix-managed, results-oriented environment
Very strong analytical and problem-solving skills: ability to interpret complex technical issues
Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
Ability to clearly explain complex technical issues to non-technical people
Self-motivated and demonstrate a “doer mentality”

QUALIFICATIONS & EXPERIENCE

Education and experience in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 8 + years applicable work experience
Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
Fluency in English, any other language is considered as an asset
Willingness for occasional international travel

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

For more information on SES, click here .

Senior Engineer End User Computing

Start with your email