Helpdesk Analyst Level 2

• At least 2+ years experience in a 2nd Level support role;
• Background in end user support and customer service environments;
• Good Microsoft Office 365 knowledge;
• Good Microsoft Azure knowledge;
• Good Windows 10 knowledge;
• Knowledge of Windows 2012 and 2016;
• Server technologies;
• Excellent Communication skills both written and verbal in English;
• Excellent time management skills;
• Willingness to learn and develop IT knowledge;
• Ability to analyse issues and identify the best solutions within SLA;
• Active Directory administration experience, including user account management, permissions, security and distribution groups;
• Ability to do light hardware maintenance (e.g. replace a hard drive, RAM).

• Progressing end user incidents referred from the Service Desk using approved tools and in compliance with the Incident ︁︀​︂︃︃​︉︆​︆︄process;
• Investigating and diagnosing technical issues passed over from Service Desk;
• Working with Tech Leads and other team members on mitigation and resolution of the incidents.
• Setting up, maintaining and improving our office IT landscape, incl. computers, laptops, printers, mobile devices (Android and iOS), network configurations, routers, security systems, servers, virus protection software, mobile-device management etc.;
• Administration of user accounts, access rights, viewing permissions and settings for company software, incl. Active Directory, O365, etc.;
• Performing advanced technical and administrative support for all IT-related matters in all offices and for all personnel, whether remotely via e-mail, telephone, chats or in our physical premises;
• Keeping our systems and users protected and ensuring our data is secure, (e.g. anti-malware solution, data security, phishing attacks, etc.) ;
• Timely ordering and setting-up of new equipment for new hires globally, as well as ensuring leaving employees correctly return their equipment;
• Providing training and assistance to employees in the set-up and ongoing use of their company equipment, software or other applications;

Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We are providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).