Qualcomm Support Analyst - Guyancourt 

France, Ile-de-France 

942506592

Job Area:

Information Technology Group, Information Technology Group > IT Support Analyst

About the Role

You will be responsible for supporting a wide range of hands-on IT activities on site, including desktop/laptop imaging, deployments, troubleshooting, repair/upgrade, refresh, and recovery. Maintaining and troubleshooting all end user IT equipment (computers, monitors, printers, drives, scanners, etc.). Ensures asset lifecycle management best practices are followed from ordering through shipping, deployment, reassignment, recovery and decommissioning. May provide local hands-on support for other infrastructure, engineering, AV, facilities, or security teams.

You will need knowledge of computer imaging, Windows computer break/ fix, video conferencing support, M365, ServiceNow or comparable CRM tool experience, and hardware break/fix support for Lenovo, HP and Dell equipment. Experience with vendor management or hardware purchasing is beneficial.

The responsibilities of this role include:

• Taking responsibility for your own work, prioritising issues and requests, and using your expertise and problem solving skills to execute on them in a timely manner.

• Maintaining professional customer service skills, as you engage with Qualcomm employees to deploy hardware or troubleshoot issues.

• Ensuring that tickets are updated accurately and correctly with all relevant details, and ticket handling processes followed.

• Collaborating and sharing knowledge with the wider team in region, identifying new issues and knowledge/documentation gaps that can be improved.

• Monitoring stock levels on site, and ensuring that procurement needs are shared with the regional leads to ensure no shortfalls.

• Escalating business critical issues to management, or to specific subject expert teams as needed.

• Supporting new tools, product rollouts, or new acquisitions may happen periodically.

COMPETENCIES REQUIRED:

• Must be able to communicate in French and English

• Analytical Skills - The ability to clarify issues, collect information and identify fundamental patterns/trends, including the ability to gather, integrate, and interpret information from several sources.

• Team player, with a knowledge sharing and collaborative mindset

• Appreciates the contributions made by individuals of varying backgrounds, locations, and cultures.

• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.

• Adapts to minor changes and setbacks in order to manage pressure and meet deadlines.

• Manages distractions, prioritizes tasks, and deals with setbacks in a timely manner.

• Taking Initiative - The ability to attack work activities with drive and energy, understand the impact of work on key metrics, and make decisions that are in the company's best interest. This includes not being afraid to initiate action before all the facts are known and driving value-added work tasks to completion.

PREFERRED QUALIFICATIONS:

• 2+ years’ experience with more than one operating system such as Linux, Mac OSX, Windows

• 6+ months experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

• A+, Linux+, ITIL Foundations, 2 years in a similar role in Tier2 support.

PHYSICAL REQUIREMENTS:

• Transporting hardware to/from stockroom or installation requires some lifting.

• Performing required tasks at various heights (e.g., standing or sitting).

• Using computer equipment for more than 6 hours a day.

Minimum Qualifications:

• High School Diploma or equivalent.

• 1+ year of experience in IT, Engineering Support, or related area.

• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs.

*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.