Technical Support Analyst with French

For one of the leading companies in nuclear medicine, I am looking for a candidate with experience at IT helpdesk solving L1 and L2 issues for professional and effective support to end-users via telephone, email or remote access. The person should be able to work complex cases independently, as he/she will often be the only agent available to help end-users.

Do you speak English and also French? Are you tech-savvy and enjoy technical support? There is an opportunity to grow for you in a friendly international environment based in Prague, CZ!

• Providing Tier 1 and Tier 2 technical support, installation and configuration services through inbound phone and ServiceNow tickets on various technologies which include desktop systems, software, workstations, telecommunication and network connectivity. May receive escalations from other Service Desk analysts in areas of personal expertise.
• Independently identifying, troubleshooting, documenting, and resolving issues, collaborating and escalating complex problems according to escalation procedures, including appropriately identifying the level of urgency.
• Participating in request fulfillment in areas including software installation, building and installing new / replacement workstations, setup of user accounts and profiles, and performing password resets.
• Representing the Service Desk with technical teams and on projects, providing support requirements, creating support plans and ensuring knowledge transfer to peers in the global Service Desk.
• Alerting management and technology owners to recurring problems and patterns of problems.
• Maintaining accurate and timely updates to tickets; use and contributing knowledge to an internal knowledge base, documenting procedures for installation and troubleshooting.

• Fluency in English and French
• 2 - 3 years of relevant technical support experience
• Proven knowledge and experience of Active Directory: Account management (create/disable account, password reset, add/remove computer from domain, security groups) 
• Proven Knowledge of Microsoft Office both client and hosted (Office 365), including installation and configuration of systems 
• Strong knowledge of Microsoft operating systems such as Windows 10 
• Understanding of corporate IT infrastructure such as network devices, servers, printers and workstations and how they interact with each other 
• Proven experience installing software/applications 
• Familiarity with SCCM and VPN
• Proven track record of working knowledge of imaging, installing, configuring and troubleshooting computers in a managed Windows network environment 
• Proven track record in deskside support including computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, smartphones, etc.