1st Line Helpdesk Support

For our Amsterdam based client, providing remote support for network device and computer systems, we are urgently looking for a 1st line Helpdesk support to perform remote management tasks for the EMEA (Europe, Middle East and Africa) region in a 7 * 24 hours shift mechanism.

Job Profile for 1st Line Helpdesk Support

• Being responsible for the 1st line technical support of a designated group of customers
• Able to be an ‘on-the-job’ guide for the junior remote helpdesk supporters
• Timely providing reports on the status calls with the customers
• Recording and carrying over a detailed report of exception
• Providing an appropriate service desk level and spread the workload to team members using knowledge of staff members
• Supervising team members for a proper and complete hand-over to the next shift
• Responsible for the network systems of the customer’s IT infrastructure
• Responsible for any technical/managerial escalations

Candidate Profile for 1st Line Helpdesk Support

-          Must be Fluent in Dutch and English

-          Must have 2-3 years experience in 1st line helpdesk support

-          Must have MS-Word and Excel enhanced knowledge is required

-          Must have enhanced understandingof MS-Exchange 5.5 or and 2K certification

-          Must have enhanced understanding of data router management

-          Must be willing to work in a 7*24 shift environment

-          Must be innovative attitude, flexible

-          Must be able to keep up to date where it goes about product knowledge

Preferable for 1st Line Helpdesk Support

-          Knowledge of Microsoft Windows 2000

-          Programmer skills

-          A basic understanding of UNIX

-          Visual Basic / Visual ‘C’).

-          A basic understanding of HP- OV

-          A basic understanding of CA

-          A basic understanding of Oracle

-          NNM is a preference

-          Abasic understanding of Remedy is a preference