Second Line Support Technician

Package Description

• Corporate Benefits Package 
• Chance to make a positive difference in a company passionate about diversity and inclusion.

Further information available from the Serco Europe Recruitment Team

Job Introduction

Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations across Europe.

We are currently seeking an experienced and dynamic Second Line Support Technician to join our team.

Main Responsibilities

• Have the overall view of the GSC environment, the equipment and software to be supported, as well as all aspects related to the GSC specific services.
• Make full use of the Service Desk tool in the accomplishments of their tasks, i.e. for incident management and work orders. Activities should be detailed and incidents should be logged and closed appropriately in the tool.

Technicians shall address all incidents related to the following types of equipment, which are not resolved in first line:

Hardware, of the following types:

• Personal Computers
• Low End Servers (non rack mounted)
• Network and PC attached printers, plotters
• Scanners
• Laptops / Tablets / PDA's
• Peripherals (speakers, keyboards, mice, drives, etc.)
• Any other type of IT equipment

Software, of the following types:

• Operating Systems
• All drivers and software to support configurations as mentioned by supported hardware
• Office Applications (MS-Word, MS-Excel, MS-Outlook, MS-PowerPoint)
• Other software in use in the GSC

• Handle different types of incidents, from simple requests through problem resolutions, related to incidents.
• Make accurate evaluations concerning the incident, and provide replacement of equipment where appropriate.
• Understand the confidentiality and sensitivity of their function. They shall be able to identify incidents which are not within their security boundary, and deal with them in the appropriate way.
• Co-operate with the Service Desk, as well as GSC level 2 and level 3 support staff, as well as with other services (procurement, networking, etc.)
• Co-operate with external sources (suppliers, manufacturers, etc.) in order to provide and receive all necessary incident information on an escalated incident to avoid duplication of resources and customer nuisance.
• Close incidents in such a way that the documentation provided will allow a correct analysis of the type of incident and its resolution, and provide appropriate information leading to a problem resolution where applicable. This information shall be stored in the Knowledge Base.
• Co-operate fully to each kind of customer satisfaction program.

Successful Candidate

• Have proficiency - Understanding and Speaking - Level C.1 or above using the Common European Framework of Reference for Languages (CEF) - in either French or English, and a good working knowledge - Level B.1 or above using the Common European Framework of Reference for Languages (CEF) - of the other [M]. Additional levels or knowledge of these or other EU languages provides added value.
• Have a thorough knowledge of IT and Communication Systems environments, through specific education and through experience (at least two years).
• Have an excellent knowledge of MS Windows (current release: Windows 7). The level and application of the required knowledge is set to be minimal at the level of Microsoft Certified Solutions Associate (MCSA: Windows 7)

Technicians shall have an excellent knowledge of standard Office applications (MS Word, MS Excel, MS PowerPoint, MS Internet Explorer, and MS Outlook. Minimal certification required are :

• For MS-Word: MOS: Microsoft Office Word 2010 Expert
• For MS-Excel: MOS: Microsoft Office Excel 2010 Expert
• For MS-Outlook 2010: MOS: Microsoft Office Outlook 2010 Specialist
• PowerPoint 2010: MOS: Microsoft Office PowerPoint 2010 Specialist

• Have previous work experience in a customer support environment or in a field that requires strong interpersonal communications skills of at least two years.
• Have the ability to deal with all hierarchical levels of professionals.
• Have the ability to work in a multi-cultural environment.
• Have excellent interpersonal communication skills.
• Required to use their skills and general knowledge to take responsibility of an incident, and respond by providing great customer care by professionally resolving the incident, by training the customer and by preventing future incidents if appropriate.
• Maintain a good understanding of products and relevant procedures in use at the GSC.
• Required occasionally to work outside standard working hours.
• Required to have a clean criminal record.
• Required to have a security clearance allowing access to classified information (up to SECRET EU level) and thus be prepared to undergo security screening.

About the Company

Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe

Why should you join Serco ?

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

We are diverse and inclusive organisation

At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.

We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.

In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.

If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team

Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Please contact the recruitment team if needed

Data Protection:

For more information on how the personal data is processed, please see the link Data Protection policy here.