Helpdesk L2 Technician

For one of our prestigious client, an international company based in Yverdon, we are looking for a:
**Support Specialist - L2**

**Job Summary**

The full-time HelpDesk Technician is responsible for providing 2nd line on-site and remote IT Support services

**Principal Responsibilities: (Essential Functions)**

**Full-time on-site Support Services**:

- Laptop imaging and user setup
- Perform end-to-end image and setup of laptops and other computer equipment, including loading and setup of user-required hardware, software, keyboard, language, inventory update, etc.
This includes user accounts creation in AD, configuration of Office 365, phone configuration including ext. on Cisco CUCM, Jabber with soft phone/mobile, WebEx, OKTA, installation of desktop equipment
- Define imaging and new user configuration best practices for the site excluding image engineering services (i.e. building and improvement of images).
- New Hire onboarding, training and support
- Create and update training materials.
- Provide onboarding training to all New Hires (IT orientation training).
- Provide all supported end users with training and reasonable supporting documentation to meet the minimum training criteria as reasonably agreed by the parties.
- Provide full user support and desk-side services, including routine change requests
This includes troubleshooting of issues with employed technologies, including Windows, Microsoft office pack (Outlook, Excel, PowerPoint, etc.)
- Recommend procedures and control for problem prevention and continual service improvement
- Define and document support and troubleshooting best practices for the site
- Build and document end-to-end processes.
- Organize and manage events as well as provide IT support for event attendees
- Assist with usage of AV equipment (Cisco Spark, Cisco WebEx, Solstice)
- Travel occasionally to Client's offices across Europe and any Client's events as needed.

**Full-time on-site Break/Fix Services**:

- Smart hands for Switch, ISR, WAP, Server down requiring hands onsite work with company's central IT/Network teams.
- Define, document and perform monitoring and first level end-user Hardware troubleshooting best practices for the site
- Keyboard swaps and upgrades
- Laptop, Desktop, connectivity issues
- Phone System or Phone Device issues
- Video Codec issues

**Job Requirements**

**Experience**
- 3-4 years of experience with computer technologies and networking or equivalent combination of education and experience- Laptop imaging and user setup
- Windows diagnostic tools and CMD
- Network connectivity diagnostics
- Active Directory
- Microsoft Office/Office 365
- Outlook
- Shared network drives
- Group policies and GP updates
- Video conferencing
- WebEx
- Pulse Secure VPN Client and Cisco Telephony
- Wireless access issues
- OneDrive
- Restore procedure
- Jabber account setup
- OKTA
- Sharepoint
- 1-2 Experience with providing on-site support as well as remote Helpdesk support
- Experience with setting up processes and continual service improvement
- Training experience
- Asset and Inventory management experience
- Hardware break/fix experience

**Skills**
- Active Directory administration
- Excellent oral and written communication as well as presentation skills
- Advanced organization, prioritization and time management skills
- Analytical and problem solving skills
- Experience in working independently ensuring end-to-end quality in assigned tasks
- A demonstrated capability to handle multiple priorities in fast-paced environments
- A demonstrated commitment to high professional respect and ethical standards
- Curious and dynamic personality with initiative and follow-through
- Strong interpersonal skills
- Fluent in English