HELPDESK AND SUPPORT ENGINEER

Publiée le 30/03/2021

ARHS Group logo

ARHS Group


Temps de travail
Type de contrat
Langues parlées
FR , EN
Expérience professionnelle
Niveau d'étude



Job Description


We are looking for a competent Help Desk Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Your responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record tickets in the ITSM tool
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures



Qualifications


Proven experience as a service desk technician or other customer support role

Tech savvy with working knowledge of 

  • Service Now (Or Equivalent)
  • Windows 10
  • Microsoft Office 365
  • Skype For Business (As Telephone)
  • Window Active Directory
  • Printing Management (Follow Me)
  • Hardware Knowledge
  • ITIL V3 (Certification is a plus)

As a plus :

  • Knowledge of VDI Horizon
  • XenApp
  • SCCM Deployment
  • AirWatch / Itune or any MDM tool
  • Asset Management

 

  • Any experiences with IMAC Management / Logistic and Proximity Support will be considered as a plus
  • Documentation
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in French, English (B2)
  • Excellent communication skills
  • Customer-oriented and cool-tempered



Additional Information


ARȠS?

Arηs is a fully independent group of companies specialized in managing complex IT projects and systems for large organisations, focusing on state-of-the-art software development, business intelligence and infrastructure services.

We are composed of 13 entities across 6 countries that are unified by the Arηs Group, with more than 1750 consultants.

This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.

Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.

 

Our Vision and Values

Our vision is to be the most caring and reliable IT company on the market place for both clients and our people.

Our values are: caring, agility, excellence, innovation, continual improvement, and reliability.

Our values support our vision by leveraging excellence, striving for results, ensuring commitment and promoting adaptability.

 

Our Culture

We work in close partnership with our customers, turning their needs into benefits; We promote a dynamic local environment where both young and experience people can realize themselves; We leverage a flexible, independent and responsive organization.

 

Our Brand

The ArȠs (pronounce [aris]) name comes from Greek Mythology. ArȠs is the son of Zeus and the God of War – in our eyes, an accurate representation of the intelligence, strategy, leadership and vision that are essential in business.

 

Don’t hesitate! Join our team

What you’ll get:

 

An informal hierarchy and work environment:

Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.

 

An attractive salary package:

With an attractive salary and benefits package – including advantageous fringe benefits – you’ll be paid for what you love to do.

 

A strong corporate culture:

You’ll join a dynamic team of smart and ambitious people. From the way we hire, to the way we relate to our clients – our values from the foundation of the way we work.

 

Learning & development opportunities:

We constantly invest in our people and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.

 

Exciting projects:

You’ll take ownership of various projects for both public and private clients: calling for creativity and innovation, at the cutting-edge of technology.

 

rock solid company:

With more than 140 customers, and 38% turnover growth in FY2020, you’ll join a business with a sustainable and growth-oriented plan.

 

But let’s talk about it face to face!

 

You have the qualities as listed above? Please, send us your CV, which will be processed in full confidentiality, by clicking the button "I'm interested"

 

You don’t have all the above requirements but own a great part of them? You can send us your CV too because we will give you the opportunity to grow up with us.

ARHS Group logo

ARHS Group

13 boulevard du Jazz
L- 4370 Belval
Luxembourg

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