These include the following. Other duties may be assigned at the discretion of management in the context of the role.
Provide IT Support to Europe End Users – Evaluate, prioritise and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Provide onsite and remote support for Europe ensure maximum uptime. This will require work outside of standard office hours
- Provide support to our European Locations, travelling when necessary to fix and or replace equipment.
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Travel is required in this position about 30%, and able to lift 50 LBS or less.- Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.
- Log and track requests using help desk software in order to maintain history and related problem documentation.
- Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.
- Install, document, take inventory, maintain, and troubleshoot all Europe information technology assets.
- Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
- Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.
Analyse and assign 1st & 2nd line Service Desk tickets to the Service Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 3rd line tickets and requests from the European users.
Handle additional responsibilities or special projects as required.
REQUIRED SKILLS & QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience:
- 2+ year experience in desktop support.
Specialised Skills:
- Expert Proficiency in Office 365. Microsoft Office Word, Excel, and PowerPoint.
- Understanding of the Windows 7, Windows 10 and OSX.
- Basic understanding of computer networking.
- Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.
- Experience with PC imaging software, virus protection, computer security and inventory software.
- Certifications (A+, MCP, Network+ Certification) are a plus.
- Exposure to LANDDESK, SCCM, or other management software a plus
- Must be able to lift and move computers and monitors and equipment.
- Previous exposure to call centre technologies and processes.
- Avaya, Cisco Call Manger PBX Phone systems a plus.
- MS Teams, Cisco WebEx Teams, Spark & WebEx Meetings a plus.
Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organised approaches to work in order to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
Client Focus - Demonstrates a strong customer orientation, builds partnerships, and work well across functions in order to service internal and external clients in a timely fashion.
Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
Critical Thinking - Understands business strategy and processes while able to applying to local objectives.
Leadership Skills - Ability to model behaviour and attributes expected by others.
Team Work - Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook. Willing to pitch in and do more than is required.
Dynata is the world’s largest first-party data and insights platform. With a reach that encompasses 62 million consumers and business professionals globally, and an extensive library of individual profile attributes collected through surveys, Dynata is the cornerstone for precise, trustworthy quality data. The company has built innovative data services and solutions around its robust first-party data offering to bring the voice of the customer to the entire marketing continuum – from strategy, innovation, and branding to advertising, measurement, and optimization. Dynata serves nearly 6,000 market research, media and advertising agencies, publishers, consulting and investment firms and corporate customers in North America, South America, Europe, and Asia-Pacific. Learn more at www.dynata.com.
At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees. Accommodations by request can be made for all aspects of the selection process.
For administrative purposes your personal data will be kept on record and will be disclosed and transferred both within and outside the European Economic Area, including the United States of America. We shall take all reasonable steps to prevent any unauthorized access to your personal data.
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