IT Support Technician
SBM Offshore
- Porto
- Permanente
- Horário completo
- Provide quality support to the day-to-day activities of the end-users;
- Execute incident management according to the set mandate;
- Provide training and education on impactful changes and new IT solutions entering the IT\end-user hardware- and generic software portfolio;
- Act as the Single Point of Contact (SPOC) towards the end-users ;
- Make yourself visible towards the end-user in order to promote the communication between the end-users and IT.
- Provide accurate and detailed information when escalating to the next support level;
- Pro-actively approach involved colleagues to get feedback and updates in order to accurately inform the end-user of the progress made and status;
- Inform and educate your IT colleagues on IT cross- functional topics encountered
- Within the role applicable environment;
- Communicate/ escalate recurring issues and problems.
- Create, review and update documentation on role applicable department procedures and work instructions;
- Execute escalation management towards the role applicable Department Manager according the set agreements;
- Provide the role applicable Department Manager with suggestions and information to enhance the service delivered to the end-user;
- Follow up and administrating all administrative duties in the IT support tool;
- Capture and provide feedback on recurring issues (lessons learned) and support this with giving alternatives and ideas.
- Graduated in Information Technology
- Previous experience of 3+ years in IT Service Desk role
- ITIL Certification
- Azure Certification, Cisco CCNA or CCPN Certification (nice to have)
- Advanced or Fluent English