Field Engineer in Lyon

Job Summary:

As an Onsite End User Computing Level 2 Engineer at AVASO you will be an essential part of our client support team, ensuring that end-users have a reliable and efficient computing experience within their workplaces. Your responsibilities will include delivering technical support, troubleshooting issues, and maintaining end-user computing environments, covering desktops, laptops, mobile devices, and associated software and peripherals.

Responsibilities:

Onsite Technical Support:

• Provide onsite level 2 technical support to end-users, addressing hardware and software issues in person.
• Diagnose and resolve hardware and software problems for desktops, laptops, and mobile devices on the client's premises.
• Assist end-users with setup, configuration, and software installations.

Incident Management:

• Manage and prioritize service desk tickets for onsite support, ensuring prompt issue resolution and adherence to service level agreements (SLAs).
• Collaborate with remote support teams to expedite and resolve complex issues as required.
• Document all support interactions and resolutions for future reference.

Software and Application Support:

• Install, update, and troubleshoot operating systems, software applications, and productivity tools onsite.
• Assist end-users in resolving issues related to email, collaboration software, and business applications within their work environment.

Hardware Maintenance:

• Perform hardware maintenance, upgrades, and replacements at client locations.
• Manage hardware inventory and track assets to ensure efficient resource allocation and replacement planning.

End-User Training:

• Provide in-person guidance and training to end-users to improve their technical skills and knowledge.
• Create and deliver user-friendly documentation and guides for common tasks and known issues.

Security and Compliance:

• Assist in implementing and maintaining security policies onsite, ensuring compliance with company and industry standards.
• Stay informed about security threats and best practices, taking proactive measures to address vulnerabilities within the client's environment.

Team Collaboration:

• Collaborate with other IT teams and client departments to resolve cross-functional issues and projects on location.
• Participate in knowledge sharing and mentoring junior team members.

Base Skill Set:

• Bachelor's degree in computer science, Information Technology, or a related field (preferred).
• Proven experience as an Onsite End User Computing Level 2 Engineer or a similar role.
• Excellent working knowledge of Active Directory.
• Excellent customer service and communication skills including providing VIP support.
• Experience supporting large Windows-based environments to desktop level 2 with emphasis on Win 7 OS upwards / Office 2010 and O365.
• Advanced knowledge of Microsoft Office suite of applications.
• Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments.
• Commercial experience in an IT support technician role that includes 4 years of technical support experience in a hybrid Windows and MAC environment.
• Experience in working with a helpdesk operation, including Windows and Mac clients.
• 4 years' Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone.
• Self-starter that can collaborate actively with others in a cross-functional team.
• Proven attention to detail and high standards for quality.
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary.
• Skilled in documenting written troubleshooting steps and instructions.
• Business professional attire.
• Travel to site locations essential up to 2 to hrs 1 way and further at times.
• Own Car required.

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