Senior It Technician

1. IT service:
-Receiving support requests directly from users, via emails or hotlines, logging tickets to the Helpdesk system, and confirming the reception of requests to users in a timely manner
-By oneself or together with the team, analyzing the issues, proposing solutions and implementing them in accordance with ETA guidelines for common IT tasks. Main areas of support include PCs (hardware/software/connectivity), LAN cabling, Wireless, printers, fax machines, scanners, photocopying machines, projectors, fixed telephones and other IT devices
-Escalating network, server and corporate web tools/applications-related incidents/requests to GNS team for further resolution. Escalating serious incidents to IT Supervisor/ Manager and the Management for immediate attention and decision making
-Keeping track of incidents/requests and communicating with users/managers regarding their status and resolution
-Supporting GNS to maintain/upgrade IT infrastructure and application systems
-Setting up PCs (hardware/software/connectivity) for newcomers and Gameloft employees from other studios
-Maintaining/Upgrading PCs (hardware/software/connectivity) and other IT devices for current users when requested
-Completing other technical tasks assigned by IT Supervisor/Manager and the Management
2. IT Administration/Management
-Logging, tracking and updating tickets on the Helpdesk System
-Suggesting the purchase of IT hardware/software for new users or for upgrade/replacement if needed, checking condition/configuration of new/current items, updating the inventory system and keeping them organized in the IT store. Liaising with vendors/suppliers for delivery/replacement/maintenance services
-Documenting all knowledge and experiences in the File Sever/Knowledge Base System
-Completing other administrative tasks assigned by IT Supervisor/Manager and the Management