Level 2 IT Support Technician

About Accuracy Accuracy is a wholly independent international consulting firm providing advice to company management and shareholders for their strategic or critical decisions, notably in transactions, disputes and crises. Accuracy's strength is to connect strategy, facts and figures. Our teams are international and multicultural, combining various skills to provide bespoke services to our clients. We recruit our consultants from the best. Accuracy is present in 14 countries in Europe, North America, Asia, the Middle East and Africa and leads engagements all over the world.   Job description As a Level 2 IT Support Technician, you are responsible for assisting Level 1 escalated tickets. You also act as an intermediary between the L1 and L3 teams to prioritise, schedule and escalate issues. You have to be available for phone calls to coordinate, diagnose and troubleshoot incoming employee requests as well as for proximity support. You act as the first point of contact for the VIP proximity technical support service at the Paris Head Office. You must be able to deliver a VIP customer experience to the highest standards, in line with company values, and perform top management incident resolution, coordinating with the team to ensure that reported incidents are resolved/escalated as required . You ensure IT support for Accuracy worldwide in coordination with other members of the IT team and manage IT incidents and requests (hardware and software) as well as the reporting resulting from these requests to the team. Based on business demands, you coordinate with IT suppliers and service providers.   Role Scope Handle incoming support requests from end-users via telephone, email or chat in a prompt and courteous manner Prioritise, schedule and escalate issues (when required) to the appropriate experienced technician Collect information on the problem to pass it to level 3 if necessary Guide remote and proximity customers when troubleshooting IT issues and requests. Record, track and document helpdesk requests and problem-solving processes, including all successful/unsuccessful decisions made and actions taken through to final resolution Handle break/fix and configuration issues Review information and training available for first level support Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems and applications Perform preventative maintenance during laptop / MDM phone upgrades, including checking and data cleansing of workstations and peripherals Install, configure, test, maintain, monitor and troubleshoot end-user workstation hardware, networked peripheral devices and networking hardware products Develop and maintain an inventory of all IT assets  

Essential requirements A degree in a subject related to IT such as Computer Science or Information Technology Previous experience in a technical support role is highly desirable Fluent in English Able to think logically and analytically in a problem-solving environment with good communication skills Self-motivated and with a strong sense of accountability An ability to discuss and communicate complicated technical information in simple terms A genuine love of technology; you need to keep up to date with the latest IT changes