• Monitor and process users requests by gathering information from different communication channels (e-mail, phone, ticketing tool)
• Deliver IT support as Second Line Support for installing, maintaining and servicing IT-related products including computers, software, systems, printers, mobile devices etc. 
• Apply all security measures recommended by the security department
• Day-to-day solving problems of the end users analyses the criticality/priority of these problems and treats them accordingly
• Improve the day-to-day activities by reducing risks and improving the efficiency
• Create, update and publish IT-related documentation (including processes and procedures) 
• Contribute to the training of new IT team members and Local IT
• Maintain the Configuration Management Database (CMDB) of all IT-related items
• Manage and track assets to ensure compliance with licensing and hardware warranties
• Manage IT third-party interactions
• Contribute to installing servers into the Data Center
• Lead and participate in projects in order to improve the overall service provided
• Coordinate with Third Line Support - Digital Work Place to perform in Deep troubleshooting activities

Skills: IT Support, Cyber Security, Incident Management, Documentation Management, Training & Mentorship, Configuration Management, Asset Management, Project Leadership

• Provide a single point of contact for desktop and notebook users and front-line support to pre-defined performance levels
• Manage the Helpdesk, trace status of service calls, handle incoming calls, emails and mail, maintain documentation in an accurate manner, report Helpdesk stats
• Maintain, monitor and log backup operations
• Setting up new and replacement computers for staff
• Investigate and resolve hardware issues and deal with the manufacturer's support
• Perform hardware upgrades on laptops and desktops
• Ensure that PC or network security issues are reported and resolved
• Security checking guest computers, USB devices, etc., before these are connected to the Infrastructure
• Managing WiFi access for Visitors and mobile devices
• Updating information in the network documentation
• Contribute to departmental IT projects
• Full compliance with all documentation of IT procedures and processes

Skills: Helpdesk Support, Backup Monitoring, Hardware Setup, Hardware Troubleshooting, Security Management, WiFi Management, Network Documentation, IT Project Contribution

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues
• Responsible for opening, updating, tracking and closing tickets in the ticket management system
• Collaborates with the Service Desk Senior Engineer and Team Captain to escalate and resolve complex issues
• Creates clear, concise documentation of issue resolution and instructional knowledge-based articles
• Project management such as hardware and system upgrades, office move, and applications deployment.
• Vendor management such as support partners, hardware procurement, and depot management.
• Collaborate with the Kering Technology team regionally and globally to implement and roll out technical solutions.
• Provide end-user training including “Ask the expert” and classroom training for new hires.
• Work closely with the Kering Technology team to share the best practices to improve support processes.
• Provide onsite support for Kering Personnel in accordance with the Operations Manual.
• Manage proactive monitoring, maintenance, and resolution of technical environment
• Provide support for office and manufacturing hardware
• Install, maintain, and upgrade PC hardware, printers, peripherals and software

Skills: Troubleshooting, Ticket Management, Collaboration, Documentation, Project Management, Vendor Management, End-User Training, Hardware Installation

• Coordinate with project leaders, managers, and technical leads to facilitate comprehensive project strategy
• Clear Identification and appropriately directed communication of interdependencies
• Identification and facilitation of resolution strategies to project time-line challenges
• Creation, coordination, and communication of task schedules and timelines.
• Compilation and maintenance of project status and activity reports
• Dissemination of project status and activity reports to appropriate project leaders, managers, and technical leads
• Documentation and posting of meeting minutes and project Expense tracking
• Participation in technology-related Vendor RFPs and bid selection/award process
• Performance of Project, post-implementation review and Project Closure functions
• Support End User technical initiatives
• Creation, coordination, and communication of task schedules and time-lines, especially special events and meetings
• Equipment procurement and supply management
• Asset tracking and management
• Audio Visual management and vendor coordination

Skills: Project Coordination, Communication Management, Issue Resolution, Task Scheduling, Reporting, Meeting Documentation, Vendor Management, Asset Management

• Log all IT requests submitted through ticket tracking software. 
• Continuously update all actions taken with the user as well as follow up with additional support or feedback to ensure proper fulfillment of requests. 
• Properly escalate unresolved requests to the next level of support.
• Fulfill remote desktop, laptop and mobile device requests for all staff. 
• Tasks may include software installation, access requests, and account creations/modifications
• Fulfill requests by following established Knowledge Base articles to meet the needs of users within the various business units.
• Support the Infrastructure and Applications teams in the deployment of new software or infrastructure changes.
• Work with teams to recommend procedure modifications or improvements.
• Track, support, and remediate problems, requests, and document resolutions
• Identifies, analyzes, and interprets both technical and business opportunities
• Install, move, add, and Configure PC hardware, software, and conference equipment
• Implement and communicate change
• Analysis of trend reports and support locations

Skills: Ticket Tracking, Escalation, Remote Support, Software Installation, Knowledge Base Utilization, Team Collaboration, Problem Resolution, Hardware Configuration

• Experience in either a technical support or customer service role.
• Skills should include laptop, mobile, and printer troubleshooting (Windows and Mac)
• Experience performing customer resolution and escalation
• Experience in technical support or at least one (1) current certification in a technology-related field
• Experience using Knowledge management tools
• Excellent verbal and written communication skills with an emphasis on customer service, including experience handling difficult customers and conflict resolution
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Knowledge of Windows operating system environment
• Able to comprehend and follow verbal and written technical instructions and scripts
• Ability to receive calls during the normal business day and potentially after-hours
• Ability to work independently Must be able to pass 12-panel drug screening

Qualifications: BA in Computer Science with 5 years of Experience

• Experience should consist of a technical background in LAN/WAN information resources, products or services.
• Experience through in-house training sessions, formal school or technical industry-related curriculum, should be business or financial industry related.
• Ability to deal with technical problems involving multiple facets, variables and situations where only limited standardization exists.
• Knowledge of WIN 2000, Cisco Routers, TI circuits, TCP/IP, DNS and WINS.
• Experience with Internet Connectivity
• Demonstrated strong analytical and project management skills for a variety of tasks or projects.
• Ability to rely on limited information and use judgment to plan and accomplish goals
• Ability to perform a variety of tasks
• Ability to lead and coordinate the work of others
• Strong client support orientation

Qualifications: BS in Information Technology with 4 years of Experience

• Experience in working in an enterprise environment, solving Windows 7, Windows 10, MacOS and iOS, virtual and cloud solutions
• Experience in supporting a Citrix environment
• Experience in supporting multimedia and video conferencing hardware and events
• Strong working knowledge of MS Office 2016, O365 and Office for Mac
• Experience working in an enterprise AD environment
• Strong customer service, oral and written communication skills
• Experience installing software, patches, SW updates on desktops
• Ability to work easily as a member of a team or independently
• Ability to prioritize workflow based on urgency and customer requirements

Qualifications: BA in Network Administration with 3 years of Experience

• Knowledge of software and hardware and exposure to assisting others with needs related to the topics.
• Excellent technical knowledge of network operations and PC hardware and peripherals.
• Comprehensive working knowledge of computer systems and commonly used software, specifically Microsoft Windows, up to and including Windows 10, and Microsoft Office, up to and including 2016/365.
• Hands-on hardware troubleshooting experience.
• Ability to conduct research into PC issues and products
• Effective interpersonal skills and relationship-building skills.
• Strong written and verbal communication skills.
• Self-motivated and directed with a keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Qualifications: BS in Systems Engineering with 5 years of Experience

• Experience with Active Directory, Exchange, Skype4Business/Teams, SharePoint, OneDrive, InTune 
• Experience with O365
• Strong customer service skills
• Experience with a ticket or case management system
• Experience with Microsoft Office applications
• Experience with remote access software
• Strong customer-service orientation.
• Help desk support experience
• Experience with Microsoft, McAfee, Symantec, and Entrust technologies with associated certifications
• Experience in laptop imaging, provisioning of new systems, Audio/Visual support, mobile phone provisioning, and printer maintenance.
• Experience with System backup 
• Ticketing software experience (ServiceNow)
• Experience with supporting Google Cloud 

Qualifications: BA in Information Systems with 4 years of Experience