***If you do NOT speask French, please do not apply***

Company Name: Nagetec
Location: Beirut, Lebanon
Duration: Full-time
Hours: 3pm to midnight (Supporting our Canadian users)
Bilingualism is a must (French and English)

We are seeking an energetic IT Technical support resource to join our dynamic and growing IT team to provide full managed services to our clients. The level 2 Service Desk / Helpdesk technician will be troubleshooting and resolving hardware and software issues/ solutions that are critical and non-critical in nature. The candidate must handle technical issues by exercising independent judgment in determining the nature of the problem and selecting the optimal way to resolve the situation. Your strong and well-rounded skills will enable you to:

- Demonstrate the capacity to remotely install, configure, administrate, and support workstations
- Provide remote technical support to clients
- Actively assist with internal IT needs and assume total ownership of issue and problem resolution
- Collaborate on joint initiatives with internal IT team members to deliver solid customer solutions
- Interface with third party IT service providers to assist with troubleshooting and call escalation
- Resolve all client issues in a timely and efficiently manner in order to ensure customer satisfaction
- Be available for off-hour and on-call support rotations (if/when needed)
- Perform other departmental duties as requested


Technical Experience / Responsibilities

The IT Level 2 Support Technician must have experience in the following areas:

- Experience in supporting users in a Microsoft environment (Workstations & servers)
- Experience with Microsoft Office Suite
- Advanced experience with Office 365 (Administration)
- Extensive experience with firewalls such as FortiGate and SonicWall
- Windows Server Support
- Active Directory, GPOs, various
- Experience with Virtualization (VMWare and/or Hyper-V)
- Experience with ticketing software (Follow-ups, communication…)
- Experience in supporting hardware and software issues
- Knowledge of WAN/LAN, network hardware security
- Must have worked with Firewalls (Configuration)
- Knowledge of backup software and technologies
- Printer Support
- Monitoring Solutions


Education and Experience

- Minimum of 7 years’ experience in providing IT support services to multi-customer environments
- Degree in Computer Science, information systems or equivalent
- Certification like CCNA/MCSE is a plus.


Competencies and Qualifications

- Highly flexible and motivated individual
- Ability to work independently and effectively as a team member
- Ability to work and perform well under pressure, flexible in adapting to a changing environment
- Client focused with the ability to learn and adapt quickly
- Strong technical knowledge of current hardware, software, protocols including HP systems and Microsoft technologies
- Strong interpersonal and communication skills. Ability to communicate easily with internal support teams, external customers and vendors.
- Systematic thinker/problem solver with good organizational and multi-tasking skills.
- Bilingualism is required in French and English (oral and written)