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Workplace L2 Agent

Safran Electrical & Power IT Pitstone Bucks , England , United Kingdom Permanent Full-time

Job Description

The Workplace L2 agent will take care of the incidents and requests raised by the end user that the Help Desk Support could not deal with (missing procedure or missing knowledge).
He/She will analyse the ticket to find the best solution possible receiving help from the Incident Manager and the L3/Build teams as required.

There are ~650 computers on site with different build standards and applications. These need to be renewed over a 5 year cycle so 130 per annum plus all of the churn from staff turnover and headcount growth

There are 34 site specific applications plus a large range of SEP-wide/Safran applications

In frame of this position, the Workplace L2 Agent is able to contribute to Worldwide procedure improvement and initiatives.

As Workplace L2 agent, he/she performs the following tasks:
• Resolves Level 2 incidents;
• Supports the administration of hardware and application components of the workstation.

Job Requirements

Advanced knowledge of Microsoft Windows W10 workstations.
Intermediate Knowledge of desktop PC's, laptops.
Microsoft Active Directory Users and Computers, Group Policies, File/Print shares, WSUS, WDS.
Intermediate understanding of the current desktop security methodologies (encryption, antivirus, desktop security).
Client side VPN and other remote working / management technologies.
Office 2016 - intermediate level.
Strong troubleshooting and fault finding skills.
Confident and credible presentation skills.
Strong analytical skills, able to compile metrics and identify actions to improve performance.
Able to write technical and functional specifications.
Diligently follow processes and procedures, ensuring they are followed and records are kept up to date.

Specificity of the job

As required.

employees worldwide
Number of countries where Safran is located
business area families
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