IT SUPPORT ANALYST (F/H) job in Paris at Expectra

The Support Technician provides technical support for the business and for end user devices-both hardware/software including PCs, laptops, IP Telephones, and mobile devices. The ideal candidate will have previous experience with executives and would be able to identify recurring problems and work toward root cause analysis with proactive preventative solutions.

- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Ensures that all requests from users are logged and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.
- Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment.
- Clearly document customer issue history and issue resolution for call tracking, reporting, and knowledgebase creation.
- Maintains expert level knowledge of the platform's operating systems, standard applications, and computer hardware solutions.
- Troubleshooting hardware and software issues on workstations, laptops and personal technology devices running Windows and Apple operating systems.
- Dealing with Apple, Samsung & AirWatch MDM queries.
- Prioritize and escalate problems as required to the appropriate IT teams.
- Collaborate with other IT teams as needed to determine and resolve issues.
- Actively monitor work queues for timely completion of customer requests.
- Pre-meeting conference room setup and support of audio / visual equipment as needed.
- Provide technical support of hardware on all end user workstations via desk side visits.
- Performs all Moves, Adds, and Changes.
- Installs and provides support for end user hardware such as desktop computers, LCD screens, peripheral devices, IP phones and firm managed mobile devices.
- Cisco IP Phone administration via Cisco Call Manager.
- Respond to questions & problems and provide instruction to attorneys, clients and staff with PowerPoint, document and spreadsheet presentations, video & web based presentations, video conferences, teleconferences and webinar setups. Provide technical support and troubleshooting of audio/video problems during teleconference, video conferences and webinars.
- Assist attorneys, clients and staff with Wi-Fi connection in conference rooms.
- Prepares loaner laptops and smart phones for users as needed.
- Maintains loaner asset management database.
- Participate on special projects.
- Work overtime, weekend and on-call as required.