DXC Technology

Technical Level 2 Analyst

11 Candidature(s)

11 Non Retenu(s)

The Technical Level 2 Analyst role is responsible for supporting all company end-users. This includes maintaining, monitoring, and supporting Active Directory, Exchange, Unified Messaging, Virtualization, Communications, and Network platforms. The role requires excellent leadership, customer service and communication skills.

RESPONSIBILITIES:

• Provide Tier 1 -2 Technical Support: troubleshooting and technical support via phone, remote support, desk side support, and server: AD, Exchange Administration, File and Print, Backup and monitoring.

• Responsible for the daily backup and restore operations.

• Responsible for Desktop, OS and application patch management monitoring/reporting.

• Provide 2nd level Help Desk Ticket resolution.

• Interacts with internal clients on all levels to resolve IT issues in a timely and efficient manner.

• Follow defined Systems Development Processes, including participating in document action reviews.

• Work independently on complex tasks with minimal management and guidance.

• Maintain support documentation which outlines problems, status, action(s) taken and recommendations to prevent recurrence

• Install, configure, and maintain printers, desktops, and network devices.

• Record all technical moves / adds / changes into Track IT.

• Troubleshoot for MS Office products; i.e. Word, Excel, Outlook, Power point etc.

• Troubleshoot PC / Laptop / hardware and install / configure hardware components.

• Other duties / projects as required.

QUALIFICATION REQUIREMENTS:

• Sound understanding of customer support, operations, and processes

• Able to communicate effectively in French and/or English written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Nice to Have

• Basic understanding of Service Desk metrics/SLA’s

• Minimum of 2-year experience working in an IT Service Desk/Inbound Call Center environment – preferred

• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred.

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred

• Ability to lift heavy network devices; i.e. servers, routers and switches etc.

• Ability to fully document each incident or request accurately, following established processes within the service level agreement.

• Communicate effectively with individuals/teams to ensure high quality. Timely expedition of user requests and incidents.

• Contribute, participate, and take initiative on proposing ideas to resolve repetitive problems to better serve the user community and/or improve productivity.

• Ability to meet deadlines and set priorities and be flexible in a changing environment.

• Experience with enterprise level backup, monitoring and troubleshooting.

DXC Technology

DXC Technology is the world’s leading independent,end-to-end IT services company,helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise,we are a $25 billion company that serves nearly 6,000 private and public sector clients across 70 countries. Our technology independence,global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. We are recognized among the best corporate citizens globally. Our world-class talent is our driver of change,working alongside clients to help them transform for the future,without breaking what works. Our talent is augmented by an alliance of leading technology companies. COMMUNITY GUIDELINES: We support the Facebook Statement of Rights and Responsibilities and related Facebook policies,and we expect visitors to our page to do the same. We encourage open,lively conversation with a few simple rules: --We reserve the right to address factual errors. --We will reply to comments when appropriate. --If we disagree with other opinions,we will do so respectfully. --You may not post anything that is spam or that is abusive,profane,or defamatory toward a person,entity,belief,or symbol. --All posts must be in English,or with an English translation. --While we support lively,open discussion,we reserve the right to delete comments at our discretion. We look forward to the conversations.