Overview
PM Group is a leading International engineering, architecture, project and construction management firm. With a network of offices in Europe, Asia and the US and a multi-discipline team of 4,000 people, we deliver complex, capital projects in the life sciences, food and beverages, mission critical/ICT, advanced manufacturing, energy and environmental sectors.
We are currently recruiting IT Service Desk Engineer at our Benelux office.
Responsibilities
1. Helpdesk support Analyst will provide technical and troubleshooting assistance remotely and on site, related to computer hardware and software, Mobile devices and other tech tools and products.
2. Candidate who is good in English communication and is able to translate their technical knowledge into actionable direction.
3. Should be able to support end user and use remote administration tool.
4. Create a positive customer support experience and build strong relationships through deep problem understanding
5. Ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude
6. Identify research and resolves incidents and requests regarding use of application software or hardware.
7. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete.
8. Documents resolutions and updates self-help and staff knowledge bases.
9. Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed.
10. Ability to manage Active Directory users, groups, and computer accounts.
11. Ability to perform desktop and laptop builds and rebuild from OS, networking and application installations.
12. Strong commitment to end user support.
Qualifications
13. Demonstrates ability and desire to learn corporate, division and location-specific applications, technology, and terminology
14. Proven ability to learn support processes and techniques
15. Prior experience supporting users in use of application software in a friendly and professional manner
16. Competency in MS Office Suite
17. Strong problem-solving skills
18. Must be able to function in a team atmosphere
19. Must be dependable and have ability to adapt to a continuously changing environment
20. Strong interpersonal, oral and written communication skills.
21. Knowledge of English is a must - French and/or Dutch is a plus
22. Regular travel within Benelux is required
Desired Education and/or Experience
23. 1 to 2 years’ work experience
24. Technical degree
Hands on experience and knowledge of the following:
25. MS Office Suite, Office 365
26. Windows Operating systems
27. Basic: Citrix and VDI concepts (Basic)
28. Basic networking knowledge and protocols (IP addressing, DNS, DHCP)
29. IE, Firefox and Chrome
30. Remote access – VPN (Basic)
31. Install and support of PC hardware and peripherals
32. Basic - Smartphones and hand held tablets
33. Interpreting logging scripts (cmd, vbs, kix PowerShell)
34. Active Directory.(User creation)