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  • Job reference: RMS0202172

IT Technical Support / Field Services Analyst

  • Sector: Petrochemical & Chemical
  • Location: Rotterdam, South Holland
  • Job type: Contract
  • Date posted: 09/11/2018
  • Duration: on-going
This vacancy has now been filled but please feel free to use the links below to send us your CV or view similar jobs.

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The Role:
The primary purpose of this position is to administer, support, analyze and manage the pace and impact of information technology change on people and processes. Deliver IT services on a local level including installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, IP Phones and printers) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required. The primary result is that information technology systems are accessible and perform at agreed to service levels so that people are connected with the right information at the right time to enable better, faster decision making throughout the enterprise.

* Provide on-site or remote technical support services for end users and act as next level escalation point which are not first call resolved through the IT Service Desk.
* Perform analysis and diagnostics of problems and implement corrective solutions for end users.
* Install, configure, test, maintain, and troubleshoot end user workstations, IP Phones, printers and related hardware and software.
* Consult with users on core software tools (i.e. Office, Documentum, TeamShare) providing "how-to" information
* Assist with server, network and audio/video equipment installations, troubleshooting and movement of existing equipment of these types when necessary.
* Assist with troubleshooting mobile devices for on-site and/or travelling users.
* Educate and assist users with connecting both company provided laptops along with personal devices remotely
* Escalate unsolved issues/problems to tier 3 support team based on direction from manager, lead or more experienced member of team.
* Document the situational facts, activities, communication and agreements during troubleshooting activities.
* Coordinate third party vendors for on-site maintenance and/or incident visits.
* Execute life cycle activities for end user workstation, IP Phones and related hardware.
* Assist with server, network and audio/video equipment lifecycles.
* Manage equipment inventory and keep administration of all equipment, their location and status.
* Perform physical asset validation.
* Educate others on IT procedures.
* Coordinate and perform end-user training for special IT projects.
* Represent IT to the business for delivery of IT services at our sites.
* Participate in small/short-term projects supporting business activities, technology upgrades, rollouts, etc.
* Work assigned shifts and off-duty, on-call shifts as required

(Define the typical knowledge and experience required for the job. Include core competencies, technical or specialized knowledge and experience, leadership skills and any professional certification or licensing required).
This is a development level position requiring either a degreed professional who possesses a bachelor's degree in Computer Science, Management Information Systems or Business with a minimum of two (2) years relevant experience, or a non-degreed professional with a high school diploma or equivalent and 5-7 years relevant experience.

* Knowledge of Windows Operation Systems for workstations
* Knowledge of Windows environment for servers and workstations.
* Knowledge of Microsoft Office products (Outlook, Excel, Word and PowerPoint)
* Strong workstation and problem solving skills
* Understanding of IT infrastructure and how the different components interact.
* Fluency in English as well as language of supported site(s)
* Ability to collaborate effectively in a multi-cultural environment
* Good interpersonal skills and able to effectively work with both end-users and team members.
* Resourceful, customer focused, team player, reliable, strong initiative and self-motivated.
* Technical organization and troubleshooting skills
* Issue resolution and risk mitigation capabilities
* Ability and commitment to implementing standards
* ITIL knowledge and experience

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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