Technical Support Specialist - North MarketJob ID: 239422Date posted: 24/08/2024Who you areAs an instore Technical Support Specialist, you will provide primary 1st and 2nd line technical support, serving the home store and other IKEA stores/units with a larger regional team. You will offer support and coverage for business-as-usual service desk tasks, as well as support for local and national projects.Essential Competency Required:Good knowledge of IT platforms, equipment, and applications.Excellent time management and prioritizing skills.Flexible and logical approach to work.Strong communications skills.Natural problem solver and thinking out of the box approach.Previous experience within an IT support environment and in a similar role.Experience in the following:Windows Operating SystemsApplication troubleshooting (Teams, Outlook, Word, SharePoint, One drive etc.)Hardware troubleshooting (desktop, laptop, phones, Printers, Tills, Chip and Pin)Remote SupportCustomer ServiceAn Understanding of the ITIL framework.Experience working with SLAs & KPIs.Industry-recognized qualifications in relevant area is desirable (MCP / CCNA / CompTIA) - preferred.A day in your life with usManaging the Windows Workstations Environment (Windows 8.1, 10 and 11).Setting up computers, laptops, printers, tablets as well as Android and IOS devices.Applications installation/deployment.Users and computers management (Active Directory).Wifi client and VPN setup.Network cable patching, Layer two network configuration experience.Laptop, Desktop and printer hardware parts replacement.Primarily working with ITSD work will be covered below:1st Line Support of Software / Hardware related Incidents and Service Requests.Accurately log incidents and ensure all relevant data is captured.Direct first-hand ticket ownership.Regularly update tickets logged and manage the ticket assigned to your group.Maintain a high level of First Contacts Fixes.Proactively keep customers informed on an incident/request status and progress.Escalate incidents to the relevant resolver group where first contact fix is not possible.Adapting and keeping up to date with current standard procedures.Proactively maintain and develop technical knowledge.Escalate potential service/problem issues initially with the relevant management/departments.About this work areaTo be the local business partner responsible for IT and working as one seamless IT organization with IKEA Business Solutions. To ensure IKEA technology solutions are delivered to high standards to meet the needs of customers and co-workers in order to enhance the whole IKEA shopping experience. To secure effective information technology (IT) that supports IKEA business processes by maintaining, developing, and supporting reliable, robust, and efficient IT solutions. Country IT contributes to the growth of IKEA and improves the customer´s life at home.What you need to knowThis position is full-time, you will work 40 hours per week, Monday to Friday, 9am to 5pm. Some tasks can only be done at night whilst the store is closed, so occasional night shifts may be necessary. The home store location will be Matosinhos, with travel to Braga or other IKEA units. Some overnight stays may be required. Someone who has a driver's license and owns transport would be preferred for this role.To help us get to know you better, please include an up-to-date version of your CV and a cover letter in your application. Successfully shortlisted candidates will be invited to a virtual interview with the hiring team.
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