Purpose of the Role
- The IT Client Service Engineer will act as the local face of IT maintaining good relationships with key users in the geographical area
- The IT Client Service Engineer will assist Nokia employees at their respective locations with a broad range of IT Services including PC imaging and resolving other PC issues, Office 365 application usage including Outlook, OneDrive adoption, printer support, Authenticator setup, VPN configuration, collaboration tools, mobile device procurement, and other IT applications
- The IT Client Service Engineer will have a primary supportive role providing local infrastructure related knowledge including network and voice services, building cabling, and IT equipment rooms
- The IT Client Service Engineer supports end users with IT processes and tools, and assists them with engaging with the IT organization at large, including the Incident Management, Service Requests and Demand Management processes. The IT Client Service Engineer will also provide IT support for Nokia executives who are located at or visiting the site
Responsibilities
The IT Client Service Engineer will
- Provide IT support to end users (e.g., PC imaging, Office 365 usage)
- Set up technical introduction sessions as a part of new employee orientation
- Provide operational support at the site for IT services including printing (e.g., printer moves), video, voice, and network; and can be available to escort authorized visitors to IT equipment rooms
- Provide local knowledge and “hands and eyes” support for IT projects
- Collaborate with Facilities Management (Real Estate) for the site
- Create and maintain technical documentation for the site including printer locations, equipment rooms, network documentation
- Identify and resolve basic cabling issues at the site including debugging LAN cabling issues and continuity testing with basic tools
- Provide local IT support activities like audit support, IT equipment room ownership (including access control), and CMDB audit support
- Be a new technology adoption ambassador
- Provide general site information and assistance
Job
Help Desk – Service & Support Specialist
Primary Location
Middle East & Africa-Morocco-Morocco-Sale
Schedule
Full-time
Skills And Qualifications
- Bachelor’s degree in IT/Engineering or a related discipline with experience providing IT end user support and/or IT on-site support
- Demonstrated customer support skills are required including the ability to work with concerned users and to handle business escalations
- Practical e xperience with Windows environments, Microsoft 365 applications, collaboration tools and other commonly used applications, and with network patching and configuration is required
- Experience with Apple/IOS and Android devices is required
- Good understanding of ITIL processes is desired
- The IT Client Service Engineer needs to be able to learn quickly and follow the market evolutions
- Experience with Mac Computers is desired
- Professional working proficiency in English is required
- Ability to think logically
- Problem solving skills
- Ability to prioritize workload
- Ability to work without direct supervision
