2nd Line Support Engineer
- Job Type
As a Computing Technical Engineer in the Quality and Support Section, you will be the team's expert on IT hardware and software. You will work in close collaboration with the development teams of the BC group, the IT Department and the CERN Service Desk. More specifically, you will take on the following responsibilities:
Second line support
- Serve as the first point of contact for customers seeking technical assistance over the phone or e-mail or using our service portal system.
- Ask customers targeted questions to understand the reported problem, and document it for further analysis and resolution of the support case.
- Provide prompt and accurate feedback to customers.
- Ensure follow-up of all support tickets and properly escalate unresolved issues to appropriate internal roles (e.g. developers or business analysts on the 3rd level of support).
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Manage administrative computing tasks (management of access rights, management of computer equipment, etc.).
- Provide technical assistance and training for users of the various software packages in use.
- Create and maintain software and process documentation for the team and document support knowledge in the form of knowledge bases and manuals.
- Provide/develop tools used internally by the Quality and Support team to automate recurring support and configuration tasks.
Hardware/Software Support for desktop computing
- Capture users' requirements.
- Advise on suitable technical solutions (computing hardware, software and/or audio-visual equipment), including on financial aspects.
- Contribute to hardware procurement, order suitable equipment, participate in the drafting of specifications and in tendering processes.
- Test, register, install, and configure solutions (computing hardware and/or audio-visual equipment) based on supported technologies.
Bachelor's degree or equivalent relevant experience in the field of Computing or Computer Science, or a related field.
- Proven experience in using and supporting administrative computing systems.
- Excellent knowledge of ticketing and documentation systems.
- The ability to analyse new support requests and end users demands, to ensure correct classification and documentation before either solving a case or if needed escalating it to other support lines.
- Thorough understanding of standard desktop computing and communication devices, be able to solve hardware problems and assist users with operating system, network and application (business computing solutions, web browsers, standard office software packages) setup and configuration issues.
- Capability to express complex technical aspects in terms that are easily understood by end users.
- Be familiar with working with the operating system command line (and automating repetitive tasks using scripts).
- Ability to install and/or interface with new software (in-house developed or third party provided) for testing and evaluation purposes.
- Some experience in using databases and using SQL (knowledge of working with Oracle RDBMS would be an advantage) and scripting languages.
- Initial experience in working in virtualised hardware environments and eagerness to learn more in the field of different virtualisation/containerization techniques.
- Customer service.
- Use of office software packages.
- Administration of computing systems: desktop computing systems setup, knowledge about remote sup-port possibilities, scripts creation to automate processes, handling user access rights.
- Installation, operation, and maintenance (preventive and corrective) of computing systems: ability to setup, connect, configure desktop computing hardware (e.g. PCs, Laptops, screens, communication devices).
- Knowledge and deployment of computing hardware.
- Knowledge of operating systems: ability to administrate common desktop operating systems (e.g. Windows, macOS, experi-ence in using Linux would be an advantage).
- Knowledge of system configuration tools.