Help Desk Agent

4 days ago

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ATG Europe

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Aerospace • Defence • Science

ATG Europe is an engineering company with over 50 years of experience, primarily focused on the space and big science sectors. They provide high-end engineering support and solutions, contributing to innovative technological projects with security-cleared personnel. Their expertise includes composite materials, immersive reality applications, and visualization services, catering to a diverse range of large-scale scientific projects across Europe.

201 - 500 employees

Founded 1983

🚀 Aerospace

🔬 Science

📋 Description

• Address user inquiries via phone, email, or ticketing systems • Diagnose and resolve basic hardware, software, and network issues • Assist with resetting passwords, unlocking accounts, and managing user access • Guide users through the installation and setup of software applications • Maintain detailed records of issues and solutions in the help desk ticketing system • Identify when issues require more advanced support and escalate accordingly • Keep an eye on system alerts and notify the appropriate teams • Use remote access tools to assist users with technical problems • Offer basic training or guidance to users on common software and hardware • Contribute to the creation and maintenance of troubleshooting guides and FAQs.

🎯 Requirements

• IT-related education or previous experience resolving IT-related issues or working with IT systems • Strong troubleshooting skills to systematically identify and resolve technical issues • Experience in customer-facing roles, demonstrating excellent customer service skills • Familiarity with Windows and iOS Operating Systems • Understanding of common networking basics and issues • Proficiency in Microsoft Office • Experience with ticketing systems like ServiceNow • Knowledge of basic End User hardware and peripherals • Understanding of basic security measures, such as multi-factor authentication and antivirus tools • Ability to analyze and solve technical issues efficiently • Knowledge of common enterprise tools (e.g., VPN, email clients, collaboration tools) • Proven experience in an international environment • Clear and patient communication, both written and verbal, to guide users through resolutions • Focus on delivering a positive user experience • Ability to prioritize and manage multiple support tickets simultaneously • Flexibility in learning new technologies and handling different types of issues • Working effectively with other IT professionals and departments • Accuracy in documenting issues and following up on tasks • Candidates must be eligible to live and work in the EU • Fluency in English, both written and spoken • Knowledge of French and/or German is an asset

🏖️ Benefits

• Attractive relocation assistance • Temporary accommodation • Relocation budget • Personal development plan • Regular assessment checkpoints • Dedicated training and education budget