Senior Agent, Global EUCThe job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.
ROLE DESCRIPTION SUMMARYThe position is responsible for providing support for all business services and applications deployed within
SES. In addition to ticket management, the function also includes support via telephone, remote support,
and hands on.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS- Act as a point of escalation within End User Computing team for more complex or in-depth issues
- Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of EUC team
- Take on role of Incident Manager when required or directed by management
- Act as a point of contact between the EUC team and the Endpoint Management team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the EUC team
- Train and mentor more junior EUC Engineers
- Provide first level Incident logging and resolution, or re-assignment to other teams
- Provide Service Request Fulfilment for IT Services
- Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
- Adhere to and promote all applicable official SES policies, procedures, and standards.
- Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
- Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
- Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
- Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
- Be proactive and responsive to customer needs
- Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
- Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
- Actively participate to the Lifecycle management of all End User Computers within SES including:
- Deployment
- Maintenance
- Renewal
- Disposal Management
- Provide remote user support through appropriate technical tools
- Create and maintain EUC related Knowledge articles and support documentation as requested.
- Participate in after-hours on-call rotation for end-user support
COMPETENCIES- Ability to work independently and as a strong team player
- Be absolutely service and customer oriented
- Ability to multi-task and work under pressure
- Ability to document all work performed
- Excellent understanding of computer hardware and operating systems (Windows 10, Windows 11)
- Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, ...) and other equipment
- Thorough understanding of Cloud concepts
- Working knowledge of Azure service portal and the ability to navigate it
- Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
- Ability to work internationally in a matrix-managed, results-oriented environment
- Very strong analytical and problem-solving skills: ability to interpret complex technical issues
- Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
- Ability to clearly explain complex technical issues to non-technical people
- Self-motivated and demonstrate a "doer mentality"
QUALIFICATIONS & EXPERIENCE- Associate's Degree in in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 3 years applicable work experience
- Experience with ITSM tool (ServiceNow, BMC, HPSM, ...)
- Fluency in English, any other language is considered as an asset
- Willingness for occasional international travel
SES is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at SES, we may collect and share your PII for these purposes.
SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
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